Technical Support Representative, FISPAN
CA$52-60k
Office located in Marine Building, Vancouver
ERP banking platform
Be an early applicant
ERP banking platform
101-200 employees
Be an early applicant
CA$52-60k
Office located in Marine Building, Vancouver
101-200 employees
Company mission
FISPAN's mission is to help banks easily connect with their corporate clients.
Role
Who you are
- We are looking for dynamic and passionate individuals to join our high performance team, in an inclusive culture, that rockets us to number 1 in our space
- 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 judgment. 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
What the job involves
- 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
Our take
Small/medium sized businesses (SMBs) have come under heightened operational pressure over recent years. It’s no help that this group has historically been radically underserved by legacy banks, but now the tide is turning: many banking institutions are doubling down on improving the quality and efficiency of their commercial banking solutions, and software company FISPAN is helping them get there.
FISPAN helps companies embed their commercial banking services into the existing ERP or accounting software their customers use to run their business. It’s a great way for banks to outsource the level of innovation required to keep up with commercial client demand - and, therefore, a great way of competing with the more agile neobanks, who are siphoning off legacy banking clients in substantial numbers.
FISPAN’s astute positioning has made its platform increasingly attractive for banks under pressure to keep up with the break-neck pace of change in fintech. It’s taking advantage of it too, with plans to expand to the lucrative European and Asian Pacific banking markets.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
Sep 2023
$2m
SERIES A
Dec 2021
$13.9m
SERIES A
Total funding: $40m
Company benefits
- 4-Week Vacation
- Health & Wellness Coverage
- 100% Parental Leave Top-Up
- Downtown Vancouver Offices & Amenities including fitness centre
- Daily Coffee Runs & Weekly Team Lunches
- MacBook / Apple equipment
Company values
- Transparency - We foster a culture of openness across all teams
- Achievement - We applaud individual, team, company, and client success
- Collaboration - We adopt a spirit of shared challenge with each other
- Inclusion - We stand for diversity on its own merits
- Trust - We endorse the individual agency of our people
Company HQ
Coal Harbour, Vancouver, BC
Articles
Leadership
Andrea Zand
(Operations Lead)A Simon Fraser University Graduate, with previous experience as an Operations Manager at Aisco Industrial Supply.
Clayton Weir
(CEO)Previously worked as a Senior Analyst and then Head of Growth at BC Tech. Underwent a Teaching Team entrepreneurship with the University of British Columbia, and spent over 5 years on the board of car-sharing co-operative Modo.
Lisa Shields
(Executive Chair)Held senior software engineering roles at MacDonald Dettwiler and Environmental Criminology Research Inc., before moving on to found and serve as CEO/Director of gig economy global payments company Hyperwallet. They are a committee member for FinPay Canada, and on the Board of Directors for Thinkific.
Valery Novikov
(CTO)Held a number of senior software roles at Netcracker Technology, before moving on to found NV Trading. Alongside work at FISPAN, they work as an Instructor at UBC Sauder School of Business.
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