Customer Support Analyst AccountingBookkeeping

Actionstep; Toronto; On-site; CAD 60,000 - 65,000; Full time

Job summary

A leading SaaS company in Toronto is looking for a Customer Support Analyst. The role involves managing live chats, prioritizing tickets, and collaborating with teams to ensure customer satisfaction. Candidates should have at least 3 years of customer support experience and strong communication skills. This position offers a salary range of CAD 60,000 to 65,000 and various benefits including medical and flexible working arrangements.

Benefits

Robust medical, dental, vision offerings

RRSB with company match

Flexible working and PTO

Take your birthday off

Frequent team building events

Fantastic training and development opportunities

Qualifications

• Minimum 3 years of customer-facing experience in a customer support/service role.
• Solid understanding of bookkeeping concepts.
• Excellent communication skills for internal and external stakeholders.

Responsibilities

• Manage inbound live chats and emails efficiently.
• Investigate and resolve tickets through various communication methods.
• Provide consistent updates to users on active issues.

Skills

Internal Audit

Data Entry

Communication

Accounting

GAAP

Financial statement

Microsoft Office

Education

Post-Secondary Degree or Diploma in Information Technology or related field

Job description

Description

The Customer Support Analyst will manage a daily workflow of managing live chats new and open tickets running screenshares with users to determine next steps on resolutions and working across the Customer and Support teams to document and share product knowledge.

Responsibilities

• Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative helpful and genuine.
• Manage a queue of tickets with competing priorities to ensure those of most importance are addressed first and receive the right level of support dependent on the nature of the query raised.
• Investigate and resolve inbound tickets through the use of outbound phone calls screen sharing session live chats or emails back to the original reporter.
• Resolve enquiries efficiently while addressing the core problem to solve for the customer.
• Adopt a First Time Right mindset to ensure the enquiry is resolved on the spot where possible.
• Escalate tickets when appropriate and with all relevant information to the suitable person / team; whether that be internally within the Support team externally to a third-party or across to our development teams.
• Balance the needs of the business and the customer to prioritise enquiries appropriately.
• Set realistic and correct expectations with the customer and stakeholders.
• Flexible and adaptable to the changing needs of our business and customers.
• Provide consistent and regular updates to our users on any active issues theyre experiencing and help to represent the urgency of the user to internal teams.
• Meet all Service Level Agreements and goal targets set out by your leader to deliver an exceptional customer service experience focused around:
  • Customer Satisfaction
  • First Response Rate
  • Average Response Time
  • Escalation / resolution rates
  • Responsiveness to customer enquiries
  • Attention to detail when investigating issues
  • Efficiency when managing multiple priorities
  • Collaboration with other team members (inside support and other business units)
  • Any relevant OKRs that are in place for the team

Requirements

• Post-Secondary Degree or Diploma in Information Technology Paralegal Legal Administrative Assistant Accounting or a related discipline of equivalent knowledge and experience.
• Understanding Bookkeeping concepts (double entry accounting billing bank rec)
• Minimum 3 years of customer-facing experience in a customer support / service or help desk role ideally supporting a SaaS technology platform.
• Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.
• An experienced people person. You are a pleasure to work with and have a can-do attitude.
• Excellent oral written presentation and communication skills for use with both internal and external stakeholders and all levels of management.
• Technically minded - there isnt a platform that you cant jump in and understand within a short period of time.
• Ability to operate and succeed in an agile environment working cross-functionally to successfully deliver effective outcomes for our customers.

Benefits

• Robust medical dental vision offerings
• RRSB with company match
• Flexible workingand PTO
• Take your birthday off
• Frequent team building events
• Fantastic training and development opportunities
• $CAD Salary

Required Experience

IC

Key Skills

Internal Audit,Accounting Tally,Data Entry,Compliance,Accounting & Finance,Oracle database,GAAP,General Ledger Accounting,Communication,External Audit,MySQL,MS SQL,Microsoft offices,Financial statement,ACCA

Employment Type

Full-Time

Experience

years

Vacancy

1

Monthly Salary

60000 - 65000