Technical Support Representative - Bilingual (English/Spanish) at Capintel

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. About the role As a bilingual Technical Support Representative, you’ll educate and support customers using our wealth and asset management platform in Spanish 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 Spanish and English • From time to time, assist in delivering group training to customers in both Spanish and English Qualifications • Professional working proficiency of Spanish 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 • 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 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 Learn more about life at CapIntel on our Careers page, including the virtues that inspire how we work and the perks and benefits designed to support your growth and well-being. We’re a team built on trust, respect, and collaboration. This powers everything we do and creates a space to challenge and elevate each other as we work towards our shared vision. If this speaks to you, we’d be excited to have you with us.