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Technical Support Specialist (Fintech)

Vancouver, BC
Developer, Management, Marketing, Sales
Full-Time
  • Benefits
  • Medical Insurance
  • Flexible Working Hours
  • Fitness Center
  • Food & Snacks
  • Competitive Compensation Package

About VoPay

VoPay is a leader in payment innovation, digitizing direct bank payments with speed and transparency. The VoPay Platform enhances how businesses initiate and accept financial transactions using a single, open API. At VoPay, we have one goal: to eliminate all payment inefficiencies, so businesses can focus on what they do best in today’s digital economy.

The Opportunity

VoPay is looking for a Technical Support Specialist who will take a key role on our team.

 

Duties and Responsibilities

  • Serve as the go-to for questions about our product with customers by remaining calm under pressure, maintaining open communication channels and creating visibility internally when required
  • Support customers every day to diagnose business or technical problems, propose data-driven solutions and help them adopt our products. Track support case activity in an automated support portal
  • Lead technical support over the phone and via email, and provide coverage for occasional shift work by taking part in on-call rotations, after-hours maintenance activities and holiday support
  • Troubleshoot the full-suite of products and payment-based transactions including third party payment processors and gateways. Trace transactions within administrative systems to identify points of failure and handle remediation activities
  • Test product issues with the intent of replication in sandbox/test environment, create well documented Jira tickets with steps to reproduce the issue, and work with product and engineering on resolutions

Qualifications

  • You’ve got experience in support in a high technology / SaaS / Fintech environment with a proven ability to plan and execute; an understanding of payment processing technologies is a plus
  • Resolute focus on the needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs.
  • Can work independently to bring all assigned work to completion with speed and accuracy
  • Highly adaptive in the face of ambiguous and complex problems, taking a flexible and open-minded approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change
  • Driven to understand how things work, seek out sources of information and pick things up quickly. Able to dig deep and seek to understand the “why” with an eye on delivering stellar customer service and experience
  • Tech savvy: Strong handle on web applications and other technologies (VoPay uses Hubspot, JIRA, Confluence). Familiarity with API’s, SQL, BitBucket, JIRA, and DataDog

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