Technical Support Representative - Bilingual (English/French)
CapIntel Inc.
Since launching in 2019, CapIntel has been on a mission to provide magical financial moments for all: investors, wealth professionals, and our customers.
Our innovative proposal generation platform transforms how financial professionals compare, discuss, and present investment options, empowering clients to make informed decisions. We pride ourselves on revolutionizing an outdated process with a product that's adopted four times more than previous solutions. One executive called CapIntel "the most intuitive platform I’ve used in almost 20 years in financial services.”
As one of Canada's fastest-growing wealthtech companies, CapIntel is expanding at an unprecedented pace. Our relentless commitment to innovation drives us to build a dynamic team, strengthening our ability to impact the wealth industry landscape in 2025 and beyond.
About the role
As a bilingual Technical Support Representative, you’ll educate and support customers using our wealth and asset management platform in French and English. You’re curious and will leverage internal and external resources to help resolve customer questions.
Please note: While current service hours are 8AM to 6PM EST, there is a possibility that these hours may be extended to 8AM to 9PM EST to better serve our customers. If the extended hours are implemented, the successful candidate will be required to work the later 8-hour shift ending at 9PM EST (approximately 1PM to 9PM EST).
What you'll do
- 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
Qualifications
- 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)
Nice-to-have
- 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
We know that what matters most is a positive attitude, a hunger to learn, and the drive to create quality work and get results. While we value experience and specific kinds of knowledge, we also know that sometimes it’s a roundabout career journey. And if you’re not sure you meet the experience requirements for this position, but you know in your gut that you’ve got what it takes to bring this role to the next level, we’d like to hear from you!
At CapIntel, we’re proud to be a team where respect, trust, and collaboration drive everything we do. We recognize that individual talent shines brightest when supported by a strong team, and we’re committed to helping every team member grow, make an impact, and succeed.
Visit our Career Page to learn more about what it’s like to work here, including the virtues that guide us and the perks and benefits designed to help you thrive. We’d love for you to be part of our journey!
What's Important to Us:
CapIntel believes that all dimensions of diversity are a strength, and that we have a role to play in actively reducing and eliminating systemic barriers to employment equity. We believe in equal employment opportunities regardless of race, ethnicity, language, genetic information, creed, religion, sex, sexual orientation, gender identity, family and marital status, neurodivergence, national origin, and age. We cultivate an inclusive workplace where people excel based on personal merit, qualification, experience, ability, and job performance.
We are committed to providing an inclusive and accessible recruitment experience, so please let us know if you require any accommodations to support your application process by emailing tande@capintel.com.
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