Product Support Analyst

4 weeks ago

Toronto, Ontario, Canada Caseware Full time

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 and email to our financial accounting, practice management applications, and templates end users. You will take ownership of customer issues throughout its 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.

You will be reporting to:

Billy Pan, Product Support Lead

What you will be doing:

  • 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 Cloud and Desktop applications (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.
  • Maintain client confidence and protect 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.
  • Maintain historical records by documenting hardware and software changes and revisions.

What you will bring:

  • Understanding of or exposure to accounting, assurance & tax principles.
  • Achievement & resolution-oriented with a strong commitment to providing an exceptional customer service experience.
  • Able to analyze data, utilize problem-solving/troubleshooting skills, and provide the best possible solutions.
  • Strong independent learner.
  • Committed to continuous improvement and can demonstrate your ability as an independent learner within Fintech.
  • Able 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.

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.

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.

#LI-Remote

#J-18808-Ljbffr

  • Lead Production Support Analyst

    4 weeks ago

    Toronto, Ontario, C6A, Ontario, Canada Lorven Technologies Inc. Full time

    Role Name: Lead Production Support AnalystLocation: Toronto, ON (Onsite)Job Type: ContractJob Description:7 to 8 years of Strong Hands on Application Maintenance Support Experience in AS400 using the below skillsMust have worked as a Production Support Analyst previously and has thorough understanding of the Retail Banking Concepts and Core Banking...

  • Senior Production Support Analyst

    1 week ago

    Toronto, Ontario, Canada Cognizant Full time

    We are seeking a highly skilled Senior Production Support Analyst with extensive experience in Java, Springboot, Java API, Java/ J2EE, Spring boot, Angular, to join our team with varied strengths. In this critical role, you will be responsible for ensuring the stability, performance, and reliability of our production applications. You will apply your...

  • Product Support Analyst

    4 weeks ago

    Toronto, Ontario, Canada Computer Methods International Corp. Full time

    Founded in 1974, CMiC today delivers comprehensive and advanced enterprise and field operations solutions, purpose-built for construction and capital projects companies. CMiC's powerful software transforms how firms optimize productivity, minimize risk and drive growth by planning and managing all financials, projects, resources, and content assets - all...

  • Senior Product Analyst

    3 weeks ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Teranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government,...

  • Product Support Specialist

    4 weeks ago

    Toronto, Ontario, Canada Fidelity International Full time

    Product Support SpecialistWe are seeking a highly motivated and detail-oriented Product Support Specialist to join our Product Research team at Fidelity Canada.About the RoleThis is an exciting opportunity to work closely with our Investment Analysts, supporting the production of high-quality materials for our sales teams and clients. As a key liaison...

  • Senior Product Analyst

    3 days ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Teranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government,...

  • Systems Support Analyst

    5 days ago

    Toronto, Ontario, Canada Adecco Canada Full time

    Systems Support AnalystAre you a tech-savvy professional passionate about delivering exceptional IT support and training? Adecco, on behalf of our valued client, is hiring a Systems Support Analyst to join their team. This is your chance to make a meaningful impact while advancing your career in systems and IT support. About the Role As a Systems Support...

  • Product Support Analyst

    3 hours ago

    Toronto, Ontario, Canada CMiC Full time

    About UsFounded in 1974, CMiC has been a leading provider of enterprise and field operations solutions for the construction and capital projects industries. Our mission is to empower businesses to optimize their productivity, minimize risk, and drive growth through our powerful software platform.As a company, we are committed to staying at the forefront of...

  • Senior Product Analyst

    1 day ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Who We AreTeranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government,...

  • Senior Product Solutions Analyst

    6 days ago

    Toronto, Ontario, Canada Fidelity International Full time

    Senior Product Solutions Analyst page is loadedSenior Product Solutions AnalystApply locations Toronto Office time type Full time posted on Posted 3 Days Ago job requisition id J56959Job DescriptionYou will be working on a Hybrid office schedule as part of Fidelity's dynamic working arrangement.Current work authorization for Canada is required for all...

  • Manufacturing Support Analyst

    3 days ago

    Toronto, Ontario, Canada Tesla Full time

    What To ExpectTesla Toronto Automation designs and builds advanced automated equipment to support the assembly of Tesla products globally. We are seeking a talented Manufacturing Support Analyst to support and enhance our existing ERP and WMS systems while playing a pivotal role in migrating to and integrating new ERP software.This role involves the...

  • IT Support Analyst Lead

    4 days ago

    Toronto, Ontario, Canada Harris Computer Full time

    Job Summary:We are seeking a skilled IT Support Analyst Lead to join our team at Harris Computer. This role requires a strong technical background and excellent leadership skills.Main Responsibilities:Lead a team of IT support analysts to provide top-notch service to clients.Assess and translate client requests into actionable solutions.Analyze and...

  • Senior Product Analyst

    4 weeks ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Who We Are Teranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services,...

  • Senior Product Analyst

    4 weeks ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Who We Are Teranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services,...

  • Senior Product Analyst

    3 weeks ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Who We Are Teranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services,...

  • Senior Product Analyst

    3 weeks ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Who We Are Teranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services,...

  • Senior Product Analyst

    1 week ago

    Toronto, Ontario, Canada Teranet Inc. Full time

    Senior Product Analyst Who We AreTeranet is Canada's leader in the delivery and transformation of statutory registry services with extensive expertise in land and commercial registries. We also market insightful property and data solutions, as well as practice management automation to thousands of customers in the real estate, financial services, government,...

  • Support Analyst

    4 days ago

    Toronto, Ontario, Canada SmartTrade Full time

    smartTrade Technologies is a software company providing electronic trading solutions. Our clients are investment banks, stock exchanges, brokers and hedge funds. smartTrade enables the management of financial workflows in real-time between different market participants.smartTrade's cutting-edge technology allows our clients to optimize their trading workflow...

  • Senior Product Solutions Analyst

    2 days ago

    Toronto, Ontario, Canada Fidelity International Full time

    Senior Product Solutions Analyst page is loadedSenior Product Solutions AnalystApply locations Toronto Office time type Full time posted on Posted 3 Days Ago job requisition id J56959Job DescriptionYou will be working on a Hybrid office schedule as part of Fidelity's dynamic working arrangement.Current work authorization for Canada is required for all...

  • Application Support Analyst

    3 weeks ago

    Toronto, Ontario, Canada Quantum Management Services Ltd. Full time

    Position: Application Support AnalystLocation: Toronto, ONJob Type: 6-month contract to startHours: Monday to Friday, 9am to 5pm ESTWe are seeking a motivated and detail-oriented Application Support Analyst to join our client in the retail sector. In this role, you will work closely with cross-functional teams to ensure the accuracy of retail product...