Product Support Analyst

Summary

Join Caseware, a leading Fintech company in the global audit and accounting software industry, as a Product Support Analyst. This fully remote, Canada-based role involves providing first-class support to customers using our financial accounting and practice management applications. You will troubleshoot issues, guide users on software functionalities, analyze workflows, and maintain detailed records. The position requires foundational accounting knowledge and strong problem-solving skills. Success in this role demands excellent communication, time management, and a commitment to continuous learning within a fast-paced environment.

Requirements

• Foundational knowledge in accounting / financial statements
• 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 your ability as an independent learner 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

Responsibilities

• 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
• Maintain 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
• Maintain historical records by documenting hardware and software changes and revisions

Preferred Qualifications

French is an asset

Benefits

Completely remote role