Product Support Analyst – Accounting

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Caseware

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🏢 Enterprise

☁️ SaaS

Finance • Enterprise • SaaS

Caseware is a global leader in providing software solutions for accounting, auditing, and financial reporting. Their products, such as Caseware Cloud and Caseware Working Papers, are designed to modernize accounting practices, streamline audits, and provide robust financial reporting tools for accounting firms, corporations, and government entities. Caseware is renowned for integrating advanced technologies, including AI-driven tools, to enhance efficiency and insight for its users. Their offerings are localized to meet regional standards and cater to diverse sectors, including public and private organizations. With a focus on transformation through technology, Caseware supports over 500,000 accounting professionals in more than 130 countries.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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 • 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.