About the role

Product Support Analyst delivering exceptional customer support for accounting software applications. Troubleshooting issues and guiding users through effective software solutions.

Responsibilities

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

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

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.