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Junior Technical Support Rep Tier 2

1 month ago

Vancouver, Canada FISPAN Full time

**Our Business**

FISPAN is an Enterprise SaaS FinTech start-up that allows for banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred operational software. Founded in 2016 by respected and renowned entrepreneur Lisa Shields, FISPAN is on a mission to create the best product in the FinTech industry, and fundamentally change the way that companies bank. Being the market leader in ERP-banking, we work with the world’s Tier 1 banks with assets exceeding up to $3T, including J.P. Morgan Chase.

With our rapid growth and global expansion, we are looking for dynamic and passionate individuals to join our team and inclusive culture. FISPAN recognizes that the differences in each of us is what makes FISPAN a different kind of business. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building. The interview process for this position will be entirely remote, and we are open to remote work options.

**Key Responsibilities**
- Maintain a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature.
- Work with Tier 1 customer support team to troubleshoot technical support topics including ERP and Platform issues.
- Responsible for ownership and successful resolution of all tickets escalated from Tier 1, including, but not limited to, bug triage, determining scope and severity of issues and completing Root Cause Analysis for all Severity 1 and 2 issues.
- Ensure that all client SLAs are met and/or exceeded.
- Be a part of the Customer Support incident response team and work with engineering on resolution and communications to internal and external teams for Severity 1 and 2 issues(status page and other forms of communication as required).
- Deliver knowledge base sessions to Tier 1 to advance Tier 1s troubleshooting skills, using real case examples.
- Continue to make our processes better through data driven decision making to support the needs of our team including updating internal tooling, documentation and in scope engineering tasks.

**What you need**
- Education: High School graduation. Technical or payment industry training is considered an asset.
- Experience: At least 3 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus.
- You need to have strong attention to detail, critical thinking and great judgement. You are the kind of person people call for advice or to have a second look at something important.
- Superb customer service skills
- You are super interested in technology and how money gets from point A to Point B.
- A second language not necessary but is an asset
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization

**Why Work With Us?**
- Experienced team

Our CEO’s previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions All of our Co-Founders are seasoned professionals within their field. Join our team to build your network and engage in mentorship opportunities.
- Start-Up Environment

FISPAN’s start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.
- Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various (virtual) company-wide events and clubs to drive engagement.

**Compensation and Benefits Package**

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Other components of our towards rewards offerings include support of career development, wellbeing, and personal growth.
- Extended health and dental benefits
- Paid time off
- Employee Stock Option Plan
- Savings and retirement plan matching
- Parenthood top-up
- Mentorship programs, and leadership series (to name a few)

**Diversity, Equity & Inclusion**

FISPAN’S underrepresented groups stand at over 50% with an equal gender balance in our upper manager team, as well. Notably, this position is within the Product department which has our most underrepresented groups represented at over 50% of the de