Product Support Analyst - Accounting
$50,000–$60,000 year
RemoteCanada
Job Summary
Provide high-quality, 1st-class customer support over the phone for financial accounting and practice management applications, managing a high volume of inbound calls and emails to troubleshoot issues reported by end-users. Guide users on software installation and functionalities, analyze client workflows to apply Caseware products, and maintain confidential client records. Effectively track issues using the internal ticket system, perform minor software testing, and document hardware and software revisions. Continuously experiment with emerging AI tools to identify opportunities for improving processes. This full-time, permanent remote position is available to candidates residing and eligible to work in Canada.
Required Qualifications
- Foundational knowledge in accounting / financial statements
- 1-2 years of experience in a similar customer support B2B accounting/financial industry
- 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)
- 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
- The role is completely remote
- Available to all applicants residing and eligible to work in Canada
Desired Qualifications
- Salesforce experience is an asset
- French is an asset
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