Product Support Analyst

Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!

The Product Support Analyst provides high-quality customer support over the phone and email to our financial accounting, practice management applications, and templates end users. You will take ownership of customer issues throughout its 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.

You will be reporting to:

Billy Pan, Product Support Lead

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 Cloud and Desktop applications (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

What you will bring:

• 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 

About Caseware

Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.

With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.

One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at [email protected].

Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well.

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