Technical Support Representative

Job description

Our Business FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows 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 ERP / accounting platform. Founded in 2016 and headquartered in downtown Vancouver, 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 $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal. We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey. 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 clients and partners to troubleshoot technical support topics including ERP, Platform and Payment related issues Provide prompt and professional support across all inbound communication channels (Email, chat, and phone) while ensuring that all SLAs are maintained. Consult technical guides, user manuals and other documents to research and implement solutions Create new documentation and maintain internal/external knowledge bases Collaborate with Tier 2 support and other technical teams to escalate & resolve complex issues and incidents Provide advice and training to clients in response to identified difficulties What you need Education: High School graduation. Technical or payment industry training is considered an asset. Experience: At least 2 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus. Flexibility: Availability to work flexible shifts, typically starting at 5am PST and some statutory holidays You need to have strong attention to detail, critical thinking and great judgment. You are the kind of person people call for advice or to have a second look at something important. You are proactive in seeking out information, using available resources, and experimenting with different approaches to overcome challenges. 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? ✨ Visionary Team, Proven Results Our leadership bench brings deep, collective experience in scaling high-growth FinTech companies through major funding cycles and critical market inflection points. This expertise creates a stable foundation, allowing you to focus on building and innovating. You will benefit directly from mentorship, expand your professional network, and learn the strategic decision-making processes required to lead a global, mature technology company. 🚀 Accelerated Career Ownership & DEI Commitment We are an emerging high-growth company, and that means your career trajectory here is accelerated. Our employees are immediately given a high level of ownership and autonomy over complex, impactful projects. As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. We strive to eliminate bias throughout our recruitment process and build a culture where everyone feels they belong and can contribute their best work. 💰 Strategic Total Rewards & Wellbeing We invest in your success. Our total compensation packages are designed to be highly competitive, including a semi-annual bonus plan that give you a true stake in our future. Beyond your compensation, you benefit from: Best-in-Class Equipment: The most modern MacBook and Apple equipment. Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center. Flexibility: Generous benefits, including a family leave top-up program and our Work-From-Anywhere policy. ☕ Purpose-Driven Culture & Prime Perks Our culture is the foundation of our success. We operate with a "we over me" mentality, fostering strong, collaborative bonds built on Trust and Candor. You will also enjoy: fully stocked cupboards, weekly catered team lunches, and daily JJ Bean coffee runs to keep your energy high and your wallet happy. Compensation Package FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $52,860-$60,790 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements. 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 rewards offerings include support of career development, wellbeing, and personal growth. Extended health and dental benefits Paid time off Savings and retirement plan matching Parenthood top-up Mentorship programs, and leadership series (to name a few) Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We’ll be happy to clarify eligibility for interviewing candidates.