Technical Account Specialist
Department: Customer Support | Location: Fully Remote | Type: Full-Time
About FMSI
FMSI is a fintech SaaS company purpose-built for banks and credit unions. Our products help financial institutions improve branch operations, reduce wait times, and deliver better experiences for their customers. We've been trusted by financial institutions across North America for over two decades, and we're growing.
Role Overview
We're looking for a Technical Account Specialist to join our Support team. In this role, you'll be the primary point of contact for FMSI customers experiencing technical issues with our platforms. You'll own the customer experience from first contact through resolution — triaging problems, troubleshooting directly, and coordinating with our engineering team when deeper fixes are needed. You'll also play a key role in ensuring customers feel heard, informed, and confident throughout the process.
This is a great opportunity for someone early in their career who enjoys solving problems, communicating clearly with customers, and working in a fast-moving SaaS environment. You'll have a clear path to grow into a senior TAM or team lead role as FMSI scales.
What You'll Do
Customer Support & Troubleshooting
- Serve as the Tier 1 and Tier 2 point of contact for inbound customer issues related to the FMSI platforms, including OneCX, Appointments, Lobby, Analytics, and Staff Scheduler
- Triage, diagnose, and resolve technical issues through your own troubleshooting before escalating to engineering
- Manage and maintain tickets in the ticketing system (Zoho Desk, YouTrack), ensuring accurate documentation, timely updates, and clean resolution notes
- Conduct video calls with customers to walk through issues, provide status updates, and confirm resolution
Customer Communication & Relationship Management
- Keep customers proactively informed throughout the lifecycle of their support request — no one should have to chase you for an update
- Follow up post-resolution to confirm customer satisfaction and close the loop on every ticket
- Maintain accurate customer records and interaction history in the appropriate tools (Zoho Desk, YouTrack)
- Build strong working relationships with accounts to support retention and satisfaction goals
Engineering Collaboration
- Clearly document and escalate bugs, platform issues, and feature gaps to the engineering team with sufficient technical detail to enable fast resolution
- Track escalated issues through to resolution and communicate updates back to the customer throughout
- Contribute to the internal knowledge base by documenting recurring issues, workarounds, and resolution steps
Performance & Growth
- Consistently meet or exceed team benchmarks for ticket resolution time and customer satisfaction (CSAT target: 95%+)
- Contribute to customer retention by delivering a support experience that reinforces the value of the FMSI platform
- Take on mentorship responsibilities as the team grows, supporting newer team members with onboarding and day-to-day guidance
What You Bring
Required
- 1–2 years of experience in a technical support, account management, or customer success role at a SaaS company
- Hands-on experience troubleshooting SaaS platform issues — you're comfortable digging into a problem before escalating
- Strong written and verbal communication skills; you can explain technical concepts clearly to non-technical users
- Experience working with a ticketing system and a CRM (Zoho and YouTrack)
- Comfortable working fully remotely and managing your own time and workload effectively
- A customer-first mindset — you genuinely care about solving problems and leaving customers better off than you found them
Preferred
- Experience supporting customers in the banking, credit union, or financial technology space
- Familiarity with branch operations, workforce management, or appointment scheduling workflows
- Prior exposure to working cross-functionally with an engineering or product team
How We'll Measure Success
In your first 6–12 months, you'll be tracking toward:
- Ticket resolution time consistently at or below team benchmark
- CSAT score of 95% or higher across your ticket volume
- Measurable contribution to customer retention within your assigned accounts
- Engineering escalations that are well-documented, accurate, and actionable — reducing back-and-forth
Why FMSI
- Purpose-built product with a clear market and a customer base that relies on us daily
- Small, focused team where your contributions are visible and your growth is real
- Fully remote with a culture built around accountability and results, not hours logged
- A company in an active growth phase — the people joining now will shape what we become