Technical Support Tier 2 - Customer Support Team (Ongoing Opportunity)

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. Please note there is no set start date for this position as it is an ongoing opportunity.

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

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.

• Perks

Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness center and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.

• Compensation & Vacation

FISPAN offers industry-researched and competitive pay, annual compensation reviews, options, incentive plans, and health & wellness benefits. Also, enjoy four weeks accruing vacation per annum. We believe in rewarding our driven and hardworking team.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. This starts in the recruitment process. All job postings are first evaluated in a gender decoding platform to ensure fair candidate pools. Human Resources and hiring managers also engage in blind-hiring and resume review practices to ensure we are being objective and mitigating any potential biases.

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 Customer Experience department which has over 50% female and underrepresented groups representation. We aim to make FISPAN the best place to start, explore, and grow a career for everyone.