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Technical Support Specialist

2 weeks ago

Montréal, Canada Flinks Full time

**About Flinks**:
Flinks drives and empowers financial innovation by pushing the limits of what's possible

As one of the trailblazers and advocates for open finance in Canada, Flinks has rapidly grown from its founding in 2016 to become a leader in financial data aggregation, data enrichment, and open banking.

Trusted by millions of individuals accessing financial services at world-class companies and serving innovators in lending, fintech, digital banking, asset management and insurance, Flinks is continually setting new benchmarks for the future of financial innovation. We’re dedicated to continuing to provide our clients with the tools they need to stay ahead of the competition and drive innovation forward. That’s where you come in.

**About the Team**:
This role sits within our Client Success department, where delivering an exceptional client experience is at the heart of everything we do.

As a Technical Support Specialist, you’ll provide hands-on troubleshooting assistance and thoughtful guidance to help our clients resolve technical issues and get the most out of our products. You'll be working in close partnership with Product, Engineering, and the rest of the Client Success team to ensure that every customer interaction is efficient, empathetic, and solution-oriented.

Ultimately, your role is key to helping our customers succeed, and making sure they feel heard, supported, and confident using Flinks.

**What You'll Be Doing**:

- Own and manage the ticketing platform, including tagging, triage, prioritization, and reporting, to ensure SLA targets are met or exceeded
- Troubleshoot, investigate, and resolve integration issues by digging into the technical details and collaborating with internal teams when needed
- Identify patterns across incoming tickets and proactively group related issues for efficient escalation to Product and Engineering
- Gather customer feedback and pain points through support interactions, and relay actionable insights to Product and Tech teams to help shape our roadmap
- Work closely with the Client Success team to ensure a cohesive, high-quality experience for our customers
- Document solutions, common questions, and edge cases in internal and customer-facing knowledge bases
- Follow internal processes for issue tracking, escalation, and resolution, while suggesting improvements when you see them
- Stay organized and agile while juggling multiple open issues at once, prioritizing impact and urgency effectively

**Who you are**:

- You have 3+ years of experience in a technical support, customer success, or solutions-focused role
- You’re naturally curious and technically minded, with a knack for breaking down complex issues and identifying root causes
- You’re comfortable working directly with clients, and you know how to adapt your communication style to different audiences
- You’ve worked in fast-paced environments where managing competing priorities and multiple stakeholders is the norm
- You take ownership, follow through, and have a strong sense of accountability for the client experience
- You’re collaborative by nature and enjoy working cross-functionally to solve problems and improve processes
- You thrive on clarity, whether it’s documenting a solution or explaining a tricky concept in plain language

**Great to haves**
- Experience working with APIs and troubleshooting technical integrations
- Familiarity with Freshdesk or other ticketing/CRM systems
- Exposure to financial services, fintech, or data-driven platforms
- Basic knowledge of REST APIs, tools like Postman, or any programming/scripting language
- Bilingual in English and French

**The Interview Process**:

- Intro Call with Head of People
- Interview with the Director of Client Success
- Interview with a Technical Support Specialist and Technical Account Manager