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.

WHAT YOU NEED

• Education: Minimum Bachelor’s Degree or equivalent.
• Technical or payment industry training is considered an asset.
• Experience: At least 3-5 years in a technical support role. Experience in the payment/banking industry is considered a bonus.
• Minimum 2 years supporting SFTP and API based technologies.
• Minimum 2 years experienced with SSH/PGP/API keys.
• 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 have a keen interest in technology and how money gets from point A to Point B.
• Someone who is wanting to make an opportunity their own
• Looking for growth potential in the role and organization
• Language requirement: Bilingual in English and French

Knowledgebase Management and Process Improvement

• 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

Incident Management

• Maintain a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature.
• 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).
• Responding to alerts related to issues with our platform

Ticket Escalations and Problem Management

• 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.

Knowledgebase Management and Process Improvement

• 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.