CapIntel is hiring a
Product Support Specialist

Summary

Join our dynamic team at CapIntel as a bilingual Product Support Representative to educate and support customers using our wealth and asset management platform in French and English. As a curious and resourceful individual, you'll leverage internal and external resources to help resolve customer questions.

Requirements

• Professional working proficiency of French and English - inclusive of speaking, reading, writing and comprehension
• Customer facing experience where the top priority is end-user satisfaction, in a role such as customer support, onboarding, customer success or financial advising
• Proven track record in being resourceful and troubleshooting
• Demonstrated ability to work cross-functionally
• Working knowledge of various tools (i.e., Microsoft Office, Slack, Jira, Zendesk, and Salesforce)

Responsibilities

• Respond to all front-line initial customer inquiries and issues through Zendesk to ensure a first response resolution
• Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups for full-cycle communication
• Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all products and services to effectively support new and existing customers
• Record all issues and resolutions along with feedback in Jira
• Perform to meet and exceed all monthly performance metrics
• Assist in creating content for our help centre in both French and English
• From time to time, assist in delivering group training to customers in both French and English

Benefits

• Remote first work: We’re a Canadian based, remote-first environment, with in-office collaboration zones and individual workspaces in Gatineau, QC or Halifax, NS and hubs of virtual employees in Southwestern Ontario
• Pay: We’re proud to offer a fair, competitive, and equitable process to determine pay that is based on your skills, knowledge, experience and internal equity
• Benefits: Our comprehensive benefit package is available from your first day and we offer generous flex credits to allow you to top up your coverage in whatever way is meaningful to you!
• Time away from work: We love working at CapIntel, but we also love our lives outside of work. We offer competitive vacation days, life-care days, and company holidays and build in some flexibility too!
• Professional growth: We thrive on building our career journeys by learning, mentoring and experiencing through our jobs, our colleagues and our leadership team