Technical Support Representative (Fintech)

TL;DR

Technical Support Representative (Fintech): Providing bilingual technical assistance and education for a wealth management platform with an accent on first-response resolution and cross-functional escalation. Focus on troubleshooting complex customer issues, creating bilingual knowledge base content, and delivering product training to financial advisors.

Location: Hybrid in Toronto, ON

Salary: $60,000 - $70,000 CAD

Company

A software platform built for wealth management enterprises to help financial advisors explain complex investment strategies to their clients.

What you will do

• Respond to initial customer inquiries via Zendesk to ensure high first-response resolution rates.
• Escalate complex issues to internal teams and manage full-cycle communication.
• Maintain and update the bilingual help center content in French and English.
• Document issues and resolutions using Jira for internal tracking.
• Conduct group training sessions for customers in both languages.
• Meet and exceed monthly performance metrics for support quality.

Requirements

• Professional working proficiency in both French and English (speaking, reading, writing).
• Experience in customer-facing roles such as customer support, onboarding, or financial advising.
• Strong resourcefulness and troubleshooting capabilities.
• Ability to work cross-functionally across different internal teams.
• Proficiency with MS Office, Slack, Jira, Zendesk, and Salesforce.
• Must be based in Toronto, ON (Hybrid).

Nice to have

• Investment Funds in Canada Certification or Canadian Securities Course.
• Experience integrating AI tools into support workflows.
• Degree in Finance or Business.
• Previous experience in FinTech or banking.

Culture & Benefits

• Competitive market-aligned base salary.
• Total rewards including variable pay and equity options.
• Comprehensive health and wellness benefits.
• Flexible time off policies.
• Dedicated opportunities for professional growth and development.
• Collaborative environment built on trust and respect.