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Technical Support Analyst

Ottawa, Canada

Description:

Technical Support Analyst

Ottawa, Canada

CaseWare IDEA is a subsidiary of CaseWare International and offers innovative data analysis tools for auditors, accountants, finance, and data professionals. Its flagship product, IDEA®, allows users to analyze 100 percent of their data, guarantees data integrity and provides easy analysis with over 100 audit-relevant tasks CaseWare International Inc. provides software solutions to accounting companies, governments, auditors/tax authorities, and corporations worldwide.

What’s in it for you:

  • Join a growing team and be exposed to a new technologies and platforms. IDEA is expanding its product offerings, seeking to define the course of audit practice into the future.
  • CaseWare IDEA is strongly committed to work life balance. We challenge all staff to be accountable within our agile and collaborative structure. We succeed in providing an environment that allows for growth, challenge, and satisfaction.
  • Work independently and as a member of a flexible team to troubleshoot issues, document issues, test solutions, and develop scripting components.

You are:

  • Passionate in delivering exceptional customer service and solutions
  • Confident in communicating with customers at all levels business leaders, including CxO
  • A natural curiosity to solve problems
  • A broad technical background as well as great technical, management, and operational skills

We need you to:

  • Provide beginning to end resolution to all reported issues, for all CaseWare IDEA products and solutions.
  • Provide methodical guidance to customers, distribution partners, and colleagues as required.
  • Manage a wide and complex range of requests and incidents.
  • Ensure efficient and qualitative case handling by following the defined support processes and tools.
  • Interact with CaseWare Agile teams in reporting and documentation of Defects and Enhancement Requests.
  • Perform ongoing testing of issues and resolutions, in support of the Agile Development Teams.
  • Participate and the delivery of CaseWare solutions, professional services and projects. This may include needs analysis, documentation, script development, testing, and installation / implementation tasks.
  • Continually report suggestions on improvements of internal routines and tools.