[Remote] Product Support Analyst - Accounting

Note: The job is a remote job and is open to candidates in USA. Caseware is a leading Fintech company specializing in audit and accounting software, with a strong global presence. The Product Support Analyst role focuses on providing high-quality customer support for financial accounting applications, troubleshooting issues, and ensuring effective use of the software by end-users.

Responsibilities

• 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

Skills

• Foundational knowledge in accounting / financial statements is a hard requirement
• 1-2 years of experience in a similar customer support B2B accounting/financial industry
• 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
• Salesforce experience is an asset
• Experience with using ticketing systems
• French is an asset

Benefits

• Discretionary bonus and/or commission
• Flexible work options
• Remote opportunities
• Generous time-off policies
• Comprehensive benefits
• Recognition programs
• Performance bonuses
• Opportunities for career growth

Company Overview