Fintech Support Technical Analyst

Please note that although all positions at Synctera are remote, candidates must be located and authorized to work in the US or Canada as a precondition of employment. Synctera does not sponsor applicants for work visas.

What We're Doing

At Synctera, we’re powering the future of FinTech. We help companies create new revenue streams and enhance their value proposition with FinTech apps and embedded banking products. With APIs, compliance support, and bank partners in one end-to-end Banking as a Service platform, Synctera is the fastest and easiest way to build, launch, and scale bank accounts, debit cards, charge cards, lending, and more.

We are looking for interesting, curious, wickedly smart people who are ready to jump in and run with our fast-growing team. If you want to have fun at work, collaborate with some of the sharpest people in the industry, grow the FinTech and Banking as a Service ecosystem, and love to win, read on!

As the FinTech Support Technical Analyst you will ensure a top notch delivery by ensuring all questions that are raised by our active FinTech’s are answered in a timely manner. You will help to drive SLA’s based on the nature of the query and you will work cross functionally to build and maintain workflow, tools, processes and a robust set of FAQ’s that will improve execution over time. You will be inquisitive by nature and want to ensure all FinTech’s have a good experience when they reach out to the support team. This is a fast paced role that will require you to collaborate internally across product, engineering, operations, risk and compliance, amongst others. It will be your role to ensure we have the correct response by connecting with the right stakeholder and you will need to ensure the customer is also satisfied with the outcome. You will understand API’s, Webhooks and other technical events well enough to triage incoming questions.

What you will do:

• Help drive new processes and have great follow-up skills
• Liaise internally to drive the outcome necessary
• Be curious about how to stem questions before they are asked
• Organize data to see patterns of questions and develop learning materials, FAQ’s and other knowledge bases to allow customers to self solve in the future and improve our delivery capabilities
• Interact daily with our FinTech customers to ensure their questions are responded to in a timely, comprehensive, engaging and professional manner
• Be the first point of triage for external questions, to ensure they have the correct priority and focus from internal teams

Who you are:

• Resilient in nature to pursue results
• Friendly, approachable demeanor
• 3+ years of experience in technical support, customer service or payment operations
• Ability to work on-call hours when needed
• Excellent written and verbal communication skills
• Technical knowhow and technically curious
• Persistent in follow-up and develop relationship with several stakeholders to ensure all questions are answered
• SQL literate

Diversity & Inclusion

Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera.

Benefits

• Home office setup stipend
• 401(k) for US employees and RRSP for Canadian employees
• Mental health resources available for all employees
• Annual HCSA and generous extended health care coverage for Canadian employees and dependents
• 100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents
• Stock options program for all employees
• Growth potential and opportunity to have a significant impact at an early stage of our company's journey
• Generous paid new parent leave program
• Unlimited paid time off
• Employer contribution to HSA for US employees
• Working with a team of rockstars (+ a monthly happy hour with the team!)

The salary range for this full-time position (USD: $75,000-$100,000 ) is determined by role, level, and location. The range informed in this job posting reflects the minimum and maximum target for new hire salaries across all US and Canadian locations. Within the range, individual pay will be determined by work location, job-related skills, experience, relevant training, and other factors.

To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes.