Customer Support Specialist

7 days ago

Vancouver, Canada Intellifi Corporation Full time

The commercial division within Intellifi is the leading provider of mortgage valuation and software for the commercial real estate finance industry in Canada. Our clients include some of Canada’s most prominent financial institutions, investment managers and pension funds. We are looking to expand our team with a full-time Customer Support Specialist in our Vancouver office. You will have access to innovative asset management technology with the ability to learn from our leaders. This is a great role for those with an IT background looking to break into the Business Analysis world.

**Role and Responsibilities**:

- Triage incoming requests and spot trends in customer issues to flag for the rest of the team
- Compose thoughtful, personalized responses for a variety of customer requests
- Implement configuration changes to support client's business needs
- Use programming logic and SQL queries to address reported issues
- Identify, reproduce, and document bugs for the development team
- Raise potential product improvements and elaborate user stories to compose the product backlog
- Test and validate fixes to ensure customer success is achieved
- Create, review and publish support articles

**Skills and Qualifications**:

- Post-secondary education
- 2+ years of experience in a SaaS and/or tech product support environment
- Prior experience with support and service desk tools such as JIRA and Zendesk
- Exceptional written and verbal communication skills
- Strong analytical and troubleshooting skills
- Experienced MS Word and MS Excel user
- Experience in the finance industry
- Post-secondary education in Information Technology / Computer Science
- Fluency in French is an asset
- Passion for problem solving and customer service

**Benefits and Perks**

**Some of the benefits we offer at Intellifi include**:

- Health and Wellness Spending Accounts
- Health, Drug, Vision, and Dental benefits
- Paid vacation, sick days, and personal days (in addition to all civil and statutory holidays)
- RRSP Matching Program
- Maternity / Parental Leave Top Up Program
- Discounted gym memberships
- Travel assistance and EAP
- Business Casual dress code
- Company social events + sport teams
- Hybrid work arrangements
- Education reimbursement
- Training and mentoring programs
- And more

**About Us**

Welcome to Intellifi, where our mission is “Lending Solutions Simplified”. This is more than tagline for us - it’s our commitment to every customer, business partner and team member.

While we have decades worth of experience and expertise in Commercial Services and Technology, Residential Services, and Residential Technology, we aren’t standing still. From the adventurous start ups to the established institutions with billions in assets, and to those we have yet to serve, we owe it to our dozens of clients to always be moving forward.

At Intellifi we believe that a culture of innovation, creativity and partnership is what enable us to provide executable end-to-end solutions to the various lenders in the residential and commercial industry in Canada. Where hi-tech meets hi-touch, we are a team of experts providing a selection of technology products and lending operations services that helps create efficiency in loan management for both our clients and their customers.

**Equal Opportunity Employer**

**We want to hear from you

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