Intermediate Technical Support Representative
Key Skills for This Role
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About FISPAN
FISPAN is an enterprise SaaS fintech company providing embedded financial products and services for banks and their corporate clients.
Its product connects commercial banking services with clients' preferred ERP and accounting platforms.
The company works with major banks and is headquartered in Vancouver.
Technical Support and Client Experience
- Troubleshoot complex issues involving FISPAN software, clients, partners, ERP systems, and the platform.
- Own Tier 1 tickets from triage and severity assessment through resolution; communicate workarounds and prevention measures.
- Meet or exceed client SLAs and respond to clients by phone or ticket in a timely, high-quality manner.
- Investigate technical issues using telemetry platforms, administer portals across ERP platforms, and escalate emerging incidents appropriately.
- Support teammates with questions and issues raised in team discussions.
Documentation, Collaboration, and Automation
- Deliver Tier 1 knowledge-sharing sessions using real case examples.
- Work with Product, SET, and Tier 2 teams to identify emerging issues and develop scalable solutions.
- Improve processes through feedback and observations to increase operational efficiency.
- Architect, test, and deploy automation workflows, including Gemini integrations, n8n, and Jira.
Qualifications
- High school graduation is required; technical or payment industry training is an asset.
- At least 3 years of experience in technical support or customer service is required.
- Payment or banking industry experience is a bonus.
- Strong communication, customer service, attention to detail, critical thinking, and judgment are required.
- A second language is an asset but is not necessary.
- The candidate should be curious, interested in technology, and able to develop innovative solutions.
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