Client Support Specialist - Fund Accounting

Accountabilities: Respond professionally and thoroughly to client questions through phone, chat, and email, prioritizing requests approaching or exceeding service-level agreement requirements. Investigate and resolve day-to-day software and product questions, collaborating with internal specialists when additional expertise is required. Escalate software issues appropriately and ensure client concerns are followed through to resolution. Develop and maintain a high level of knowledge across the relevant software products, features, and functionality. Ensure smooth handoffs between support team members and between Client Support and other internal departments. Maintain clear, proactive, and solution-oriented communication throughout client interactions. Collaborate with colleagues to analyze problems, identify effective solutions, and deliver a consistently positive client experience. Support communication between Client Support, leadership, and other internal teams to ensure relevant information is shared effectively. Deliver internal and external training on selected software products and their features and functionality when requested. Contribute to continuous improvement initiatives across Client Support and other connected business functions. Collaborate with the broader Support Specialist team to maintain consistent coverage throughout available support hours. Assist with client-related projects and other responsibilities as assigned. Requirements At least 1 year of experience in client or customer service, preferably within an IT services, software, or related environment. Prior experience in finance or accounting, or demonstrated proficiency with accounting software, is required. Familiarity with Customer Relationship Management (CRM) systems. Strong client-service orientation with a demonstrated commitment to customer satisfaction. Exceptional attention to detail and accuracy, particularly when managing time-sensitive client and internal requirements. Excellent written and verbal communication skills, with the ability to explain software and financial concepts clearly to different audiences. Strong time-management and organizational skills, with the ability to manage multiple concurrent requests, priorities, and deadlines. Ability to learn new software and product functionality quickly and develop deep product knowledge. Comfortable working in a fast-growing environment where processes, priorities, and responsibilities may evolve. Collaborative, adaptable, and proactive approach to problem-solving and teamwork. Previous experience providing software or product support, particularly within a client support function, is an asset. A bachelor's degree in a related field is an asset. Experience with Zendesk or comparable customer support platforms is an asset. Ability to communicate professionally and effectively with stakeholders at all organizational levels. Interest in continuous learning and structured professional development within a software-focused environment. Benefits Remote-first work: Work remotely from Canada with flexibility designed to support different working styles and locations. Competitive compensation: Competitive salary and benefits package. Flexible PTO: Flexible paid time off to support personal well-being and professional commitments. Professional development: Access to opportunities designed to strengthen your professional skills and expand your career options. Tuition support: Tuition reimbursement and learning-focused resources to encourage continued development. Lifestyle support: Lifestyle reimbursements and wellness initiatives supporting overall well-being. Mindfulness and fitness: Access to bespoke mindfulness and fitness programs. Career mobility: Opportunities to explore new roles, leadership paths, and different areas of the organization as your career develops. Cross-functional exposure: Collaboration across teams provides exposure to diverse expertise, projects, and perspectives. Autonomy: A culture that encourages ownership, independent thinking, creativity, and responsibility. Recognition: Employee recognition programs that celebrate strong contributions and achievements. Inclusive workplace: Commitment to an accessible, diverse, and inclusive working environment, with accommodations available throughout the recruitment and employment process.