Technical Support Representative

Summary

Join CapIntel, a rapidly growing wealthtech company, as a bilingual Technical Support Representative! You will provide first-line support to customers using our platform in both French and English. Your responsibilities include responding to inquiries, escalating complex issues, participating in training, and documenting resolutions. You will need proven customer service experience, resourcefulness, and proficiency in various tools. While investment fund certifications and a finance background are beneficial, CapIntel values a positive attitude and a drive to learn above all else. We offer a collaborative and inclusive work environment.

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

Preferred Qualifications

• Investment Funds in Canada Certification; Canadian Securities Course
• Finance or Business degree
• Previous experience in FinTech or at a large bank as a Financial Representative or Technical Support Representative