Accounting Software Support Specialist - Bilingual
Toronto, Canada
Description:
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