Product Support Analyst - Accounting

About the Position

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. We are seeking a Product Support Analyst - Accounting to provide high-quality customer support for our financial accounting software. This role is completely remote and is available to all applicants residing and eligible to work in Canada.

Responsibilities

• 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
• 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 solutions

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
• Understanding of or exposure to accounting, assurance & tax principles
• Achievement & resolution-oriented with a strong commitment to providing an exceptional customer service experience
• Ability to analyze data, utilize problem-solving/troubleshooting skills, and provide the best possible solutions
• Strong independent learner
• Ability to maintain a high level of performance under the pressure of time restraints and a fast-paced, changing environment
• 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

We Offer

• Competitive salary between $50,000 CAD and $60,000 CAD per year
• Discretionary bonus and/or commission
• Comprehensive benefits
• Flexible work options and remote opportunities
• Generous time-off policies
• Recognition and rewards programs
• Opportunities for career growth

About the Company

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.

We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team. We embrace global opportunities and welcome candidates of all backgrounds to apply.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.