Product Support Analyst – Accounting

This is a fully remote position, open to applicants in Canada.

📋 Description

• Understand accounting software applications and troubleshoot issues or problems as reported by end-users.

• Manage a high volume of calls and emails effectively while working in an inbound call queue.

• Provide assistance in utilizing the software application, including installation and various functionalities or features.

• Analyze the workflow and processes of client firms to implement Caseware products alongside accounting knowledge for troubleshooting.

• Maintain and update records of procedures and processes.

• Uphold client confidentiality and protect operations by safeguarding sensitive information.

• Efficiently track issues using the internal ticket system.

• Conduct minor software testing, providing feedback, and engaging in other related projects as they arise.

• Document hardware and software changes and revisions to maintain historical records.

• Continuously explore emerging AI tools relevant to the role to discover opportunities for process improvement through AI-enabled solutions.

⛳️ Requirements

• 1-2 years of experience in a similar customer support role within the B2B accounting or financial sector.

• Experience with Salesforce is considered an asset.

• Familiarity with ticketing systems is required.

• An understanding of or exposure to accounting, assurance, and tax principles is essential.

• Results-driven and resolution-oriented, with a strong dedication to delivering an outstanding customer service experience.

• Ability to analyze data, apply problem-solving and troubleshooting skills, and provide optimal solutions.

• Strong independent learning capabilities.

• Commitment to continuous improvement, demonstrating the ability to learn independently within the Fintech landscape.

• Ability to maintain high performance levels under time constraints and in a fast-paced, dynamic environment.

• Excellent English communication skills (both verbal and written); proficiency in French is a plus.

• Accurate and efficient data entry and keyboarding skills.

• An AI-first mindset, with curiosity about emerging tools and a willingness to experiment with AI to enhance daily workflows and decision-making.

🏝️ Benefits

• Innovation is at the heart of our operations. We utilize cutting-edge technology in accounting and financial reporting, constantly striving to create impactful software solutions.

• We foster a collaborative culture where your ideas are appreciated, and knowledge sharing is encouraged within a supportive and inclusive team environment.

• We prioritize work-life balance, offering flexible work options, remote opportunities, and generous time-off policies to promote a healthy work-life balance.

• We provide competitive compensation, including a competitive salary and comprehensive benefits.

• Our work is driven by impact. Your contributions will directly influence how our clients manage their financial processes and contribute to their success.

• We value recognition and rewards, celebrating hard work through recognition programs, performance bonuses, and opportunities for career advancement.

• We embrace global opportunities, allowing you to work on international projects and collaborate with a diverse, global team.