Forter Technical Support Engineer 

Canada, Ontario, Toronto 

661816548

About the role:

In addition, you will be responsible for standardizing documentation, training clients on platform best practices and procedures as well as troubleshooting and escalating responsibilities. This role requires a strong mix of customer service plus excellent troubleshooting and problem solving skills.

This position will be based in Toronto.

What you’ll be doing:

• Become a trusted subject matter expert on the Forter product, finding creative solutions for our customers to succeed and serve as the first point of contact
• Help customers get the most out Forter’s platform and enable them to become power users of the product and fill in any gaps in their product knowledge
• Develop and execute short-term solutions to resolve complex client issues
• Collaborate and organize both customer personnel and in-house resources to troubleshoot and resolve issues working with our Engineering teams to identify and report bugs
• Be an advocate for our customers and proactive in finding solutions to any issues that may arise
• Collect customer feedback, work with Product to preemptively solve product issues and identify trends in feature requests and reporting these to our product team
• Contribute to internal documentation and assist teammates in understanding and handling technical issues
• Work in a fast-paced environment while delivering world class results for our customers and internal stakeholders
• Document interactions, paths to resolution, and successes for both customers and internal audiences
• Set follow-up actions and provide regular updates on the status of active issues to all stakeholders
• Continuously manage customer issues and satisfaction

What you’ll need:

• 2-3 years customer service experience required and experience in customer support with a technical product
• You are a quick, clear writer and an amazing communicator; able to break down a complex technology or problem in an a way that is easy to understand
• Strong interpersonal skills and a passion for consistently providing a great customer experience
• Experience troubleshooting tech issues and relaying information in an digestible way to customers required
• Experience balancing multiple tasks and customer needs simultaneously
• Candidates have strong customer service experience (preferably in software/FinTech support, or similar field)
• Capable of working individually and as part of a team to solve technical problems
• Attention to detail, excellent organizational skills, superior time management

Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:

• Great Place to Work Certification (2021, 2022, 2023)
• in NYC (2022)
• #3 on of “Most Innovative Finance Companies” (2022)
• Forbes Cloud 100 (2021, )
• SAP Pinnacle Awards “ ” (2023)
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Benefits:

• Competitive salary
• Stock options
• Monthly reimbursement for supplementary health plan of your choosing
• Home office allowance
• Generous PTO policy
• Half day Fridays