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 an 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 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
