Junior Customer Service Consultant

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!

Job Title: Junior Customer Service Consultant

Location: Hybrid

Type: Full Time (Roster applies for work between 8:00 am and 6:00 pm)

About the Role:

As a Junior Customer Service Consultant at Caseware Australia, you'll play a pivotal role in ensuring our clients receive top-notch support and assistance. Your focus will be on problem-solving, knowledge leadership, and streamlining customer experiences. This is a fantastic opportunity to join a dynamic team and make a real impact in a leading software company.

Note:

Applicants must have documented permission to work in Australia.

Contact:

David Stansell - Head of Service Delivery, Caseware Australia

https://www.linkedin.com/in/david-stansell-129b9a97/

Join us at Caseware Australia and be part of a team committed to delivering exceptional service and solutions to our valued clients. Apply now to embark on an exciting career journey with us!

Key Responsibilities:

• Provide exceptional customer service via phone, email, and web tools to resolve client inquiries efficiently.
• Coordinate training courses and ensure seamless administration and attendee setup.
• Record all support cases accurately in our support database.
• Test software and provide feedback for improvements.
• Escalate issues to Canada when necessary and participate in IT projects for process improvement.
• Proactively engage with customers to enhance their use of Caseware solutions and boost satisfaction.

Skills and Experience:

• Excellent problem-solving skills with the ability to prioritize tasks independently.
• Strong interpersonal skills and the ability to work effectively both independently and as part of a team.
• Proficiency in communication, both verbal and written, with customers and internal staff.
• Experience with accounting software packages and knowledge of the accounting profession, particularly in audit and financial statement preparation.
• Familiarity with desktop technology and operating systems applications.
• Attention to detail and a strong customer service mentality.

Performance Goals:

• Ensure all customer support cases are logged and resolved within support policies.
• Follow up on all outstanding support cases daily and deliver assigned work on time.
• Handle customer files securely in accordance with confidentiality policies.
• Provide weekly reports highlighting customer issues and concerns to relevant teams.
• Keep FAQs up to date.

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 *******@caseware.com.

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.

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