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 to our financial accounting, practice management applications, and
templates end users. You will take ownership of customer issues throughout their
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.
\n
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
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
\n
What's in it for you:
??Innovation is at our core. We work with cutting-edge technology in accounting
and financial reporting, constantly pushing the boundaries to create impactful
software solutions.
??We are committed to a collaborative culture, where your ideas are valued, and
knowledge sharing is encouraged within a supportive, inclusive team.
??Work-life balance is important to us. We offer flexible work options, remote
opportunities, and generous time-off policies to ensure a healthy work-life
balance.
??We offer competitive compensation, including a competitive salary and
comprehensive benefits such as health insurance and retirement plans.
??We are driven by impactful work. Your contributions directly affect how our
clients manage financial processes and drive their success.
??Recognition and rewards matter to us. We celebrate hard work through
recognition programs, performance bonuses, and opportunities for career growth.
??We embrace global opportunities. Work on international projects and
collaborate with a diverse, global team.
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 talent@caseware.com.
Background Check:
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. Candidates residing in
the Netherlands and Germany are excluded from undergoing background checks via
Certn.co
Security and Fraud:
Caseware takes the security of candidates seriously. All legitimate
communication from us will come from email addresses ending in @caseware.com and
our open positions are always listed on reputable job boards and on our website
https://jobs.lever.co/caseware. We will NEVER ask for payment or financial
information from you. If you receive an unsolicited job offer, proceed with
extreme caution.
