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 We pride ourselves on revolutionizing an outdated process with a product that's adopted four times more than previous solutions.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 2024 and beyond.
About the role
As a bilingual Technical Support Specialist, 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.
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)
Bonus experience
- 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!
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 [email protected].
What we can offer you
Remote first work: We’re a Canadian based, remote-first environment, with in-office collaboration zones and individual workspaces in Gatineau, QC or Halifax, NS and hubs of virtual employees in Southwestern Ontario. Successful candidates will be expected to adopt Eastern time core hours as part of their regular schedule, regardless of physical location.
Pay: We’re proud to offer a fair, competitive, and equitable process to determine pay that is based on your skills, knowledge, experience and internal equity. We will present our best offer so you don’t have to worry about playing the negotiation game.
Benefits: Our comprehensive benefit package is available from your first day and we offer generous flex credits to allow you to top up your coverage in whatever way is meaningful to you! You’ll be able to allocate your flex credits to any combination of our Group RSP, Healthcare Spending Account and/or Lifestyle Spending Account.
Time away from work: We love working at CapIntel, but we also love our lives outside of work. We offer competitive vacation days, life-care days, and company holidays and build in some flexibility too! Our vacation benefits increase along with your time at CapIntel, to thank and reward your continued commitment.
Professional growth: We thrive on building our career journeys by learning, mentoring and experiencing through our jobs, our colleagues and our leadership team. Not only do we encourage it, but we also enforce a culture that ensures we thrive, grow and evolve. All new hires will receive an onboarding success plan to help you progress during your first 90 days at CapIntel.
Belonging: We respect, appreciate and celebrate our individuality. And we know that our diverse perspectives further each other and our business along the path towards greatness. We find ways to socialize, build a sense of community (even if it is across the country!) and challenge each other to share creativity in our “safe-to-fail” environment. We’re committed to making sure you know you’re appreciated for exactly who you are
To learn how we protect your personal data, read our Applicant Privacy Notice.
Equity, diversity and accessibility
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.
