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.

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