CapIntel - Technical Support Representative
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Requirements
• 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) • Nice-to-have • Nice-to-have • Investment Funds in Canada Certification; Canadian Securities Course • Experience incorporating AI tools into customer support workflows • Finance or Business degree Previous experience in FinTech or at a large bank as a Financial Representative or Technical Support Representative • Not sure you meet every requirement? • We care most about mindset: your drive, curiosity and commitment to delivering great work. While experience matters, we know that careers aren’t always linear. If this role excites you and you believe you can make an impact with us, we want to hear from you. • Why you'll enjoy working here • Learn more about life at CapIntel on our Careers page, including the virtues that inspire how we work and the perks and benefits designed to support your growth and well-being. We’re a team built on trust, respect, and collaboration. This powers everything we do and creates a space to challenge and elevate each other as we work towards our shared vision. If this speaks to you, we’d be excited to have you with us.
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 • From time to time, assist in delivering group training to customers
Benefits
• Learn more about life at CapIntel on our Careers page, including the virtues that inspire how we work and the perks and benefits designed to support your growth and well-being. We’re a team built on trust, respect, and collaboration. This powers everything we do and creates a space to challenge and elevate each other as we work towards our shared vision. If this speaks to you, we’d be excited to have you with us.
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