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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