[Hiring] Product Support Analyst - Accounting @Caseware

Role Description

The Product Support Analyst provides high-quality customer support over the phone to our financial accounting, practice management applications, and templates end users. You will take ownership of customer issues throughout their life cycle until a timely resolution is provided. Duties also include minor testing of software, providing feedback, and performing other related projects as they arise.

Your Mission:

• To provide 1st class Accounting Software Support service to each and every customer.
• Deliver effective, efficient, and complete resolutions consistently with professionalism and care.
• Radiate team values and champion continuous learning initiatives.

❗The role is completely remote and is available to all applicants residing and eligible to work in Canada.

❗Foundational knowledge in accounting / financial statements is a hard requirement.

❗This is a full-time, permanent position.

This role is remote and open to candidates who reside in and are eligible to work in Canada.

What you will be doing:

• Understand Accounting software applications and troubleshoot issues/problems reported by the end-users.
• Effectively work in an inbound call queue and manage a high volume of calls and emails.
• Provide guidance in the use of the software application (i.e. installation, various functionalities and/or features).
• Analyze client firm workflow and processes to apply Caseware products along with accounting knowledge to troubleshoot issues/problems reported by end-users.
• Maintain and update records of procedures and processes.
• Maintain client confidence and protect operations by keeping information confidential.
• Effectively and efficiently track issues using the internal ticket system.
• Perform minor testing of software, providing feedback and performing other related projects as they arise.
• Maintain historical records by documenting hardware and software changes and revisions.
• Continuously experiment with emerging AI tools relevant to the role to identify opportunities to improve processes through AI-enabled solutions.

Qualifications

• 1-2 years of experience in a similar customer support B2B accounting/financial industry.
• Salesforce experience is an asset.
• Experience with using ticketing systems.
• Understanding of or exposure to accounting, assurance & tax principles.
• Achievement & resolution-oriented with a strong commitment to providing an exceptional customer service experience.
• Ability to analyze data, utilize problem-solving/troubleshooting skills, and provide the best possible solutions.
• Strong independent learner.
• Commitment to continuous improvement and ability to demonstrate independent learning within Fintech.
• Ability to maintain a high level of performance under pressure of time restraints and a fast-paced, changing environment.
• Excellent English communication skills (both verbal and written), French is an asset.
• Accurate and efficient keyboarding and data entry skills.
• An AI-first mindset, with curiosity for emerging tools and willingness to experiment with AI to improve day-to-day workflows and decision-making.

Salary Range

The annual base salary for this position is between $50,000 CAD and $60,000 CAD per year. This role is also eligible for discretionary bonus and/or commission, as well as other benefits. Actual pay within the listed range will be determined based on factors such as transferable skills, relevant experience, market conditions, and primary work location. The posted range is subject to change and may be updated periodically.

Benefits

• Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
• We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
• Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.
• We offer competitive compensation, including a competitive salary and comprehensive benefits.
• We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
• Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
• We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.