Product Support Analyst (Accounting)

TL;DR

Product Support Analyst (Accounting): Providing high-quality customer support for financial accounting and practice management software with an accent on troubleshooting technical issues and analyzing client workflows. Focus on managing high-volume inbound queues, ensuring timely resolution of customer tickets, and integrating AI tools to optimize support processes.

Location: Remote (Must reside in and be eligible to work in Canada)

Salary: $50,000 – $60,000 CAD per year

Company

A global fintech leader specializing in audit and accounting software for over 30 years, serving 500,000 users across 130 countries.

What you will do

• Troubleshoot and resolve technical issues for end-users of accounting software applications.
• Manage high-volume inbound call and email queues to provide timely resolutions.
• Guide users on software installation, functionalities, and specific feature usage.
• Analyze client workflows to effectively apply hirify.global products and accounting knowledge.
• Track issues using internal ticketing systems and maintain detailed records of procedures.
• Experiment with emerging AI tools to identify opportunities for process improvement.

Requirements

• Foundational knowledge in accounting and financial statements (hard requirement).
• Must be residing in and eligible to work in Canada.
• 1-2 years of experience in B2B customer support within the accounting or financial industry.
• Excellent English communication skills, both verbal and written.
• Experience with ticketing systems and accurate data entry skills.
• Ability to maintain high performance under pressure in a fast-paced environment.

Nice to have

• Experience with Salesforce.
• Proficiency in French.

Culture & Benefits

• Collaborative, inclusive culture that encourages knowledge sharing and new ideas.
• Flexible work options and remote opportunities to ensure a healthy work-life balance.
• Competitive compensation package including base salary and discretionary bonuses.
• Opportunity to work on international projects with a diverse global team.
• Recognition programs and opportunities for professional career growth.

Hiring process

• Successful candidates must complete a background check including identity verification and a criminal record check.