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Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Demonstrate strong understanding of FISPAN software and products to troubleshoot complex client technical issues
- Support team members with questions and issues raised during team discussions
- Ensure client SLAs are met or exceeded
- Provide quality and expedient responses to clients by phone or tickets
- Troubleshoot technical support topics involving ERP and platform issues with clients and partners
- Own and resolve Tier 1 tickets, including triage, scope and severity assessment, and communicating workaround or prevention measures
- Perform in-depth technical analysis and investigative troubleshooting using Honeycomb and Datadog
- Oversee portal administration across Sage Intacct, NetSuite, BC356, and Workday
- Resolve intricate ERP integration system errors
- Identify emerging incidents and escalate through appropriate channels
- Deliver knowledge-base sessions to Tier 1 team members using real case examples
- Collaborate with Product, SET, and Tier 2 teams to identify emerging issues and develop scalable solutions
- Improve processes through feedback and observational insights to drive operational efficiency
- Architect, test, and deploy automation workflows using Gemini integrations, n8n, and Jira
Requirements
What you’ll need- High School graduation
- At least 3 years in a technical support or customer service role
- Technical or payment industry training is considered an asset
- Experience in the payment/banking industry is considered a bonus
- Excellent communication skills
- Proactive escalation of issues
- Strong aptitude for developing innovative, non-traditional solutions
- Strong attention to detail, critical thinking, and judgment
- Superb customer service skills
- Strong interest in technology and financial transaction flows
- A second language is an asset
- Interest in growth potential and making the opportunity their own
Benefits
Comp & perks- Semi-annual bonus plan
- Equity grants
- Modern MacBook and Apple equipment
- Downtown Vancouver office with coastal views
- Access to building fitness center
- Fully stocked cupboards
- Weekly catered team lunches
- Daily JJ Bean coffee runs
- Mentorship and professional network development
- Professional growth and accelerated career ownership
- High level of ownership and autonomy over impactful projects
- Diversity, equity, and inclusion commitment