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Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
As a 1st Line Software Support Technician, you will provide an excellent support service to Caseware UK clients via Telephone, Email, Self Service Portal and Chat. You will triage incoming case load in an attempt to resolve as many cases at first point of contact or escalate to the 2nd Line Support Team as necessary. Develop expertise in the various Caseware product sets.
❗This is a Full time permanent position
📍 Location:
This is a hybrid role requiring the successful candidate to work 3 days a week in our Maidstone, Kent office, located at 2 County Gate Staceys Street, Maidstone, ME14 1ST
Contact: Dana Liulica - Talent Acquisition Partner
What you will be doing:
- Provide the first point of contact to Caseware UK clients via Telephone, Email, Chat, Voicemail and Self-Service Portal.
- Complete a series of standard checks whilst supporting a client on a live case, such as checking updates and searching the KnowledgeBase.
- Determine and detect any new Major Incidents and invoke the Major Incident process if appropriate by notifying a senior member of staff.
- Diagnose issues and provide effective solutions to Caseware UK client, this will include proactive instruction to prevent recurrent calls.
- Log cases handled via Telephone and Chat, within ASM.
- Proactively pick up ‘Awaiting Triage’ cases logged via Email, Voicemail and Self-Service Portal from the ‘Calls Outstanding’ screen within ASM.
- Maintain own case load, ensuring clients are kept informed of any updates.
- Ensure department case load is managed and kept up-to-date in accordance with SLAs.
- Seek live assistance from a Product Specialist or 2nd Line Analyst/Senior Analyst in a timely manner in an attempt to resolve cases at the first point of contact with the client.
- Contribute to help content for the KnowledgeBase in order to allow clients and internal staff members to be self-sufficient when using Caseware software.
- Ensure help articles are written following the guidelines so they are easily found and simple to consume.
- Continuously review help articles to ensure content is relevant and up to date and notify senior members of staff if an update is required.
- Ensure all client data and other information is held in accordance with the company’s GDPR and privacy policies.
- Represent the company and department at exhibitions, demonstrations and client sites as required.
- To provide short term cover of responsibilities in the event of another employee’s absence.
What you will bring:
- 1 year of software or customer support experience in a fast paced environment
- Passionate about technology and desire to build a career in Fintech
- Strong verbal and written communication skills
- Strong attention to detail
- Problem solving and analytical skills
- Empathetic and authentic, approachable and friendly
- Inquisitive and interested, able to identify problems and present solutions.
- Understanding of or experience working in the accounting or financial audit industry is considered an asset
What's in it for you:
▪️Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions.
▪️We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.
▪️Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.
▪️We offer competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.
▪️We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success.
▪️Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth.
▪️We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.
About Caseware:
Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like.
With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date.
One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team at [email protected].
Background Check:
Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residing in the Netherlands and Germany are excluded from undergoing background checks via Certn.co
Security and Fraud:
Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution.
