Technical Support Representative - Bilingual (English/French)

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.

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 in both French and English
• From time to time, assist in delivering group training to customers in both French and English

Requirements

• 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)
• 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
• At CapIntel, we design compensation with intention. Each role is assessed against the impact, skills, and experience it requires, and we align our pay to competitive market data so candidates know what to expect from the start.
• Your final offer will reflect your experience, skillset, and location. The listed range is a guideline, and the range for this role may be modified.
• Compensation at CapIntel goes beyond base pay. Depending on the role, total rewards may include variable pay, equity, comprehensive benefits, flexible time off, and dedicated opportunities for growth and development.
• If you'd like to understand more about our approach, we're happy to walk through it during the hiring process.
• For roles based in or eligible to work from Ontario, the expected base salary range is:
• $60,000 - $70,000 CAD
• 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

Benefits

Additional Information

CapIntel is a software platform built for wealth management enterprises to help financial advisors explain complex investment strategies to their clients. Advisors at some of the biggest banks across North America are winning trust by using CapIntel to easily compare investments and create compelling, educational presentations. Ultimately, we're focused on investors getting better service, understanding their investments, and feeling at ease knowing their future is secure. Since launching in 2019, CapIntel has seen rapid adoption and industry recognition, earning top placements in Deloitte's Technology Fast 50 Canada and Fast 500 North America in 2025, ranking us among the fastest -growing technology companies. To support this momentum, we're growing our team rapidly-investing in people who drive innovation at scale to expand our impact across the North American wealth management industry.

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