Product Support Analyst - Accounting

15 minutes ago
Full-time
Junior
Customer and Technical Support
Caseware

Caseware

CaseWare International Inc. provides cutting-edge software solutions for accounting firms, corporations, and governments, enabling users worldwide to work smarter and transform insights into impact.

Internet Software & Services
251-1K
Founded 1988

Description

  • Provide high-quality phone support to end users of financial accounting, practice management applications, and templates.
  • Take ownership of customer issues throughout their lifecycle until timely resolution.
  • Troubleshoot accounting software applications and problems reported by end users.
  • Manage a high volume of inbound calls and emails in a ticketed support environment.
  • Guide customers on software installation, functionality, and feature usage.
  • Analyze client workflows and processes to apply Caseware products alongside accounting knowledge.
  • Maintain and update records of procedures, processes, hardware changes, and software revisions.
  • Track issues efficiently using the internal ticket system.
  • Perform minor software testing, provide feedback, and support related projects as needed.
  • Experiment with emerging AI tools to identify process improvements and AI-enabled solutions.

Requirements

  • 1-2 years of experience in a similar customer support role in the B2B accounting or financial industry.
  • Foundational knowledge of accounting and financial statements is required.
  • Understanding of or exposure to accounting, assurance, and tax principles.
  • Experience using ticketing systems.
  • Salesforce experience is an asset.
  • Strong English communication skills, both verbal and written; French is an asset.
  • Accurate and efficient keyboarding and data entry skills.
  • Strong problem-solving and troubleshooting skills with an achievement- and resolution-oriented mindset.
  • Ability to work under pressure in a fast-paced, changing environment.
  • Curiosity about emerging AI tools and an AI-first mindset.
  • Must reside in Canada and be eligible to work in Canada.
  • Full-time, permanent availability.

Benefits

  • Remote work anywhere in Canada.
  • Annual base salary of $50,000 CAD to $60,000 CAD.
  • Eligibility for discretionary bonus and/or commission.
  • Comprehensive benefits package.
  • Flexible work options and generous time off policies.
  • Recognition programs and opportunities for career growth.
  • Collaborative, inclusive team culture.
  • Opportunities to work on international projects with a global team.

Interested in this position?

Apply directly on the company website

Apply Now

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