Product Support Analyst - Accounting

CaseWare · Toronto, ON

Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!

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 as well as 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 Existing vacancy
 
❗This is a full-time, permanent position.
 
This role is remote and open to candidates who reside in and are eligible to work in the Canada  
 

What you will be doing:

  • To 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 in order to troubleshoot issues/problems reported by end-users
  • Maintain and update records of procedures and processes 
  • Maintains client confidence and protects 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 
  • Maintains 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 solution 

    • What you will bring:

  • 1-2 years of experience in a similar customer support B2B accounting/financial industry
  • Salesforce experience is an asset
  • Experience with using ticketing systems
  • You have an understanding of or exposure to accounting, assurance & tax principles 
  • Achievement & resolution-oriented with a strong commitment to providing an exceptional customer service experience 
  • You are able to analyze data, utilize problem-solving/troubleshooting skills, and provide the best possible solutions 
  • Strong Independent learner 
  • You are committed to continuous improvement and can demonstrate your ability as an independent learner within Fintech 
  • You are able to maintain a high level of performance under the pressure of time restraints and a fast-paced, changing environment 
  • You have 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 a curiosity for emerging tools and a willingness to experiment with AI to improve day-to-day workflows and decision-making 

    • Support pay context

    Based on 755 disclosed Support salaries on RoleSuite, the role pays a median of $70K/year, with most offers between $53K and $108K (10th–90th percentile: $45K–$153K).

    This posting lists $50K–$50K, below the $70K market median.

    See the full Support salary breakdown →
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