Provide assistance, information and support to customers regarding the company’s products and services, with a particular focus on accounting and financial matters.
Respond to customer inquiries related to book closings, month-ends, year-ends, trial balances and end-of-day figures.
Handle inbound calls, emails and chats; ensure thorough follow-up of customer interactions in the CRM.
Analyze and validate clients’ accounting data; identify root causes and propose resolutions for reported issues.
Escalate unresolved requests to designated teams and follow up with customers.
Make periodic outbound calls to maintain client relationships and keep information up to date.
Provide training to clients on software features related to accounting processes.
Participate in the onboarding of new clients, including needs assessment, configuration, data handling and import, and training support.
Analyze and update client data using database scripts, file import/export (Excel/CSV), AI platforms or other tools as needed.
Perform any other related duties.

College diploma in accounting, business administration or a related field.
Two (2) years of experience in customer service or application support, ideally in an accounting or finance context.
Knowledge of accounting principles and the ability to apply them in a customer support setting.
Strong analytical and problem-solving skills.
High attention to detail and accuracy when handling financial data.
Excellent communication skills, empathy and the ability to manage urgent situations.
Customer-focused, while maintaining awareness of business context.
Energetic, proactive and able to work independently.
Excellent organizational skills and ability to prioritize tasks.
Fully bilingual in French and English, both spoken and written.
Available to travel occasionally to client sites for training or events.

Accounting Clerk, Customer Support

Key skills