Product Support Analyst - Accounting

Caseware

12h•Remote

About The Position

Caseware is a leading company in the global audit and accounting software industry with over 30 years of experience and a significant user base across 130 countries. The Product Support Analyst will provide high-quality customer support via phone to end-users of financial accounting, practice management applications, and templates. This role involves taking ownership of customer issues from start to resolution, performing minor software testing, providing feedback, and contributing to other related projects. The primary mission is to deliver exceptional Accounting Software Support service, ensuring effective, efficient, and complete resolutions with professionalism and care, while embodying team values and promoting continuous learning. This is a fully remote position open to applicants residing and eligible to work in Canada. Foundational knowledge in accounting/financial statements is a mandatory requirement. This is an existing vacancy and a full-time, permanent position.

Requirements

Foundational knowledge in accounting / financial statements is a hard requirement.
1-2 years of experience in a similar customer support B2B accounting/financial industry.
Experience with using ticketing systems.
An 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 the pressure of time restraints and a fast-paced, changing environment.
Excellent English communication skills (both verbal and written).
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.

Nice To Haves

Salesforce experience is an asset.
French is an asset.

Responsibilities

Understand Accounting software applications and troubleshoot issues/problems reported by 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.
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.