Accounting Software Support Specialist
Toronto, Ontario, Canada
8d ago


The Accounting Software Support Specialist 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 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
  • Radiate team values and champion continuous learning initiatives
  • Duties and Responsibilities :

  • To understand Accounting software applications and to troubleshoot issues / problems reported by the end users
  • Effectively work in an inbound call queue and manage 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
  • Requirements

    Your Skills and Abilities :

  • You have a good understanding of 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 / trouble shooting-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 an asset
  • Accurate and efficient keyboarding and data entry skills
  • Must Have Requirements :

  • Fundamental knowledge of various operating systems and Cloud platforms
  • Knowledge of computer software applications and hardware
  • Strong analytical and technical troubleshooting skills
  • Experience in a software support environment is an asset
  • Education : Education


  • Post-secondary degree / certification or related work experience
  • Apply
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