Caseware Support Technician

At Armanino, you determine your career path. This means it's possible to pursue challenges you are passionate about, in industries you care about.

Armanino is proud to be Among the top 20 Largest Accounting and Consulting Firms in the Nation and one of the Best Places to Work. We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network. We want you to integrate all aspects of your life with your career. At Armanino, we know you don’t check-out of life when you check-in at work. That’s why we’ve created a unique work environment where your passions, work, and family & friends can overlap. We want to help you achieve growth by giving you access to a network of smart and supportive people, willing to listen to your ideas. 

Job Responsibilities 

• Provide the first point of contact to Armanino staff (internal clients) via email, Teams chat, and the ServiceNow portal.

• Perform standard checks while supporting clients on live cases, such as reviewing updates and searching the Knowledge Base.

• Detect and report any new major incidents when appropriate by invoking the Major Incident process and notifying a senior staff member.

• Diagnose issues and provide practical solutions to staff, including proactive instruction to help prevent recurring issues.

• Log and manage cases handled via email and Teams chat within ServiceNow.

• Maintain personal caseload, ensuring clients are kept informed of updates.

• Support department caseload management to ensure cases are up to date and resolved within SLAs.

• Develop a thorough understanding of CaseWare products.

• Investigate issues independently using resources such as the Knowledge Base, sample files, and previous case notes to identify solutions.

• Seek live assistance from a Product Specialist promptly to resolve cases at the first point of contact whenever possible.

• Escalate matters through ServiceNow when appropriate.

Requirements

• Minimum of 1 year of software or customer support experience in a fast-paced environment.

• Passion for technology and interest in building a career in fintech.

• Strong verbal and written communication skills.

• High attention to detail.

• Strong problem-solving and analytical skills.

• Empathetic, authentic, approachable, and friendly demeanor.

• Inquisitive and proactive, with the ability to identify problems and present solutions.

• Experience with CaseView is an asset.

• Knowledge of or experience in the accounting or financial audit industry is considered an asset.

“Armanino” is the brand name under which Armanino LLP, Armanino CPA LLP, and Armanino Advisory LLC, independently owned entities, provide professional services in an alternative practice structure in accordance with law, regulations, and professional standards. Armanino LLP and Armanino CPA LLP are licensed independent CPA firms that provide attest services, and Armanino Advisory LLC and its subsidiary entities provide tax, advisory, and business consulting services. Armanino Advisory LLC and its subsidiary entities are not licensed CPA firms. 

Armanino provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Armanino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.    

Armanino expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran