Support Specialist — Financial Reporting & Accounting
Pennylane
full-time
Posted on:
Location Type: Remote
Location: France
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About the role
- As a Support Specialist — Financial Reporting & Accounting, you act as both a subject-matter expert and a platform specialist. You are the primary point of contact for our clients who have chosen Pennylane as the central software for their accounting and financial management.
- You sit at the heart of the 360° customer experience and help clients and their accountants harness the full power of Pennylane to support their growth.
- As a member of the Application & Accounting Technical Support team, you are the central liaison between our client business leaders, their in-house accountants, and accounting firms. You are in daily contact with users and work to understand the issues they face. After investigating, your goal is to provide an answer or solution to your contact, or when necessary, to escalate the problem to the technical teams. You are also responsible for assisting company and firm accountants in importing their data into Pennylane to facilitate their migration.
- First 3 months:
- You will join the Pennylane Academy and train on the product and the team’s processes.
- You will learn everything you need to know about our company, our vision, and our different departments.
- You will learn to identify all stakeholders and collaborate effectively within your team and with other departments.
- You will begin responding to accounting-related requests: receiving queries, qualifying them based on a deep understanding of accounting principles, and delivering fast, impactful answers.
- Months 4 to 6:
- You will gain autonomy and take full ownership of cases, ensuring requests are followed through to complete resolution to guarantee user satisfaction.
- You will begin handling increasingly complex client requests.
- You will contribute to the creation and updating of customer-facing help materials to promote client self-sufficiency.
- You will share your accounting knowledge and field experience with colleagues.
- You will represent the customer’s voice and usage patterns, and provide constructive feedback to the product teams.
Requirements
- To thrive at Pennylane, you should:
- Speak English (level will be assessed and is valued depending on the department you apply to)
- Enjoy working in a constantly changing environment
- Make collaboration a priority within your team and with other stakeholders
- Have the judgment and perspective to prioritize high business-impact actions in your daily work
Benefits
- What we can offer:
- 🏥 One of the best health insurance plans on the market (Alan Blue and Alan Mind)
- 🍜 Meal vouchers (Swile card)
- 🏝 Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation
- 🇬🇧 The opportunity to improve your English via Busuu
- 🧑💻 A monthly allowance for all Pennylaners to support working from home or in a coworking space
- 🏢 Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
- 💵 An allocation of BSPCE (share options)
- 🏃♀️ Access to 8,000 gyms across France and over 300 wellness activities through our partner Gymlib
- 💻 A Mac
- 🎉 We play many sports together and regularly gather for company events such as Tech Days (which bring remote Pennylaners together every 3 months) and our annual company seminar, which fosters strong team cohesion for everyone.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
financial reportingaccounting principlesdata migrationcustomer supportproblem-solving
Soft Skills
collaborationcommunicationjudgmentadaptabilitycustomer focus