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Accounting Software Support Specialist

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