Product Support Analyst (Fintech)

TL;DR

Product Support Analyst (Fintech): Providing high-quality technical and functional support for accounting software applications with an accent on troubleshooting complex financial workflows and end-user issues. Focus on delivering efficient resolutions, documenting processes, and leveraging AI tools to improve support workflows.

Location: Must be based in and eligible to work in Canada

Salary: $50,000–$60,000 CAD per year

Company

A global leader in audit and accounting software solutions with over 30 years of industry experience and a massive international user base.

What you will do

• Troubleshoot and resolve technical issues for end-users via phone and email.
• Analyze client workflows to provide guidance on software functionality and best practices.
• Maintain accurate records of procedures, processes, and ticket resolutions.
• Perform minor software testing and provide feedback for product improvements.
• Experiment with AI tools to optimize daily support tasks and decision-making.

Requirements

• Must be based in and eligible to work in Canada.
• 1-2 years of experience in B2B customer support within the accounting or financial industry.
• Foundational knowledge in accounting, assurance, and tax principles.
• Strong problem-solving skills and ability to work in a fast-paced environment.
• Excellent English communication skills.
• Experience with ticketing systems.

Nice to have

• Experience with Salesforce.
• Proficiency in French.

Culture & Benefits

• Flexible work options and remote-first opportunities.
• Competitive compensation with performance-based bonuses.
• Commitment to a collaborative, inclusive, and diverse team culture.
• Focus on continuous learning and professional growth.
• Generous time-off policies and comprehensive benefits.