LiveCA LLP is hiring a

Technical Support Specialist

Full-Time
Remote

ABOUT US

LiveCA LLP is Canada’s largest online Chartered Professional Accounting (CPA) firm serving customers in every province. We’re a 80+ person remote team and work closely together through online tools like Slack and Zoom.

We’re a customer service firm first and an accounting firm second. We’re incredibly focused on serving our customers and what matters to use is not the cut of your suit, but how you approach problems, offer solutions, and contribute to the team. We don’t believe in billing by the hour and expect that everyone will contribute to providing value to our clients.

 

ABOUT THE ROLE

The Technical Support Specialist is an essential part of our product team which provides exemplary internal and external customer service through creating a memorable support experience and providing innovative solutions for our team and clients. Crucial to this role are strong technical accounting knowledge, outstanding communication and organizational skills, and a desire to make a difference with our team and customers. This role works closely with many LiveCA teams, individual team members, and clients so you have a great opportunity to make an important impact on the day-to-day experience of our team and our clients by building strong, trusting relationships and providing sound advice on issues that matter to them. There is also an opportunity to learn new tools and platforms used for automations and problem solving such as Zapier, Make/Integromat, and Airtable.

  

KEY RESPONSIBILITIES

  • Support Tickets: 
      • Offering high quality technical support to both our team internally and to our clients, as needed, through our ticketing system (for example: fixing errors in a Google Sheet or Excel spreadsheet by updating formulas).
      • Communicating clearly with team members and clients when solving problems (for example: through email or Zoom calls).
  • Solution Development:
      • Building automations and new workflows for our team and clients (for example: taking spreadsheet data and automatically creating invoices in Xero using Make.com). 
    • Documentation and Processes:
      • You’ll be responsible for creating documentation for the tools we build as well as educating end users on how to properly use these tools.
    • Automation/App Maintenance:
      • You’ll be the person who will troubleshoot problems and make any necessary changes to bring a tool back online when they go offline (for example: reauthentication of a Xero connection).
    • Tech Expert: 
      • You will learn to be a subject matter expert for the automation tools we use such as Airtable, Make / Integromat, and other API enabled systems. You’ll also be well versed in Xero, Dext and other cloud accounting applications. 
  • App Research and Testing: 
      • Researching new workflows, apps and systems, troubleshooting existing procedures, and developing new procedures to help improve the workflow for our team or for our clients.
  • Future Mentor: 
    • We hope you’ll want to act as a mentor to new team members and continue to be an integral part of process and workflow improvements at the firm.

 

QUALIFICATIONS

  • Experience with and/or a desire to learn about cloud-based accounting, including invoicing, accounts payable, bank reconciliations, reporting, clearing accounts, etc. 
  • Experience with and/or a desire to learn about automation software (Zapier, Make/Integromat/AirTable).
  • Experience with Excel / Google Sheets and advanced formulas is preferred.
  • Some bookkeeping experience in Xero is preferred but not mandatory.
  • Strong customer service and support experience preferred (e.g. tech support or retail/service industry experience).
  • You enjoy learning and testing new software/technologies.
  • You enjoy working outside your comfort zone and challenging yourself to tackle new types of customers.
  • Strong attention to detail and the ability to multitask multiple coexisting assignments.
  • You're comfortable making decisions on your own and are confident in your ability to provide sound workflow and accounting process advice directly to clients.
  • You can talk to a client about their accounting process simply and clearly.
  • You've mentored other team members before and are comfortable providing feedback

IMPORTANT INFORMATION

LiveCA is an equal opportunity employer, dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will accommodate applicants’ needs throughout the recruitment, assessment, and selection process. If selected to participate in the process, please inform the Company of the nature of any accommodation(s) that you may require.

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