Product Support Analyst - Accounting

📋 Description

• Understand Accounting software and troubleshoot end-user issues.
• Handle high-volume inbound calls and emails.
• Guide users on software installation, features, and use.
• Analyze client workflows to apply Caseware with accounting.
• Troubleshoot end-user issues with product knowledge.
• Maintain and update records of procedures and processes.
• Protect client confidentiality; maintain operations integrity.
• Track issues using the internal ticket system.
• Perform minor testing and provide feedback on software.
• Document hardware and software changes and revisions.
• Explore AI tools to improve processes via AI-enabled solutions.
• Collaborate on related projects as they arise.

🎯 Requirements

• 1-2 years' experience in B2B accounting/fintech support.
• Salesforce experience is an asset.
• Experience with ticketing systems.
• Understanding of accounting, assurance and tax principles.
• Achievement- and resolution-oriented with strong service focus.
• Able to analyze data; strong problem-solving skills.
• Strong independent learner.
• Committed to continuous improvement; Fintech-focused learner.
• Able to perform under time pressure in a fast-paced environment.
• Excellent English communication; French is an asset.
• Accurate and efficient keyboarding and data entry.
• AI-first mindset; curious about AI tools to improve work.

🎁 Benefits

• Cutting-edge fintech accounting tech; impactful software.
• Collaborative culture; ideas valued; knowledge sharing.
• Flexible work options; remote opportunities; generous time off.
• Competitive compensation and comprehensive benefits.
• Impactful work; your contributions affect clients' finances.
• Recognition programs; performance bonuses; career growth.
• Global opportunities; work on international projects.