Product Support Analyst - Accounting

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