Support Specialist, Accounting & Financial Management
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Job Description
Supports clients by resolving queries related to Pennylane's accounting and financial management software. Responsible for training clients and providing expertise in using the platform.
Responsibilities:
- As a Support Specialist — Accounting & Financial Management, you position yourself as a subject-matter and platform expert.
- You are the primary point of contact for our client base that has chosen Pennylane as the central software for their accounting and financial management.
- You are therefore at the heart of the 360° customer experience and enable clients and their accountants to leverage the full power of Pennylane to support their growth.
- As a member of the Application & Technical Support team, you act as the central liaison between our clients' executives, their in-house accountants, and accounting firms.
- You are in daily contact with users and work to understand the issues they encounter.
- After investigation, your goal is to provide an answer or solution to your contact, or when necessary escalate the issue to the technical teams.
- You are also responsible for helping company and firm accountants import their data into Pennylane to facilitate migration.
- First 3 months: You will join the Pennylane Academy and receive continuous training on the product and the team's processes.
- Months 4 to 6: You will contribute to creating and updating help materials available to clients to increase their autonomy.
Requirements:
- Accounting education (e.g., BTS CGO, DCG, BTS Assistant de Gestion PME-PMI, Master's CCA, or Bachelor's in Administration and Accounting).
- Minimum 4 years' experience in an accounting firm (ideally having worked through at least three fiscal periods).
- Direct work with company leaders is a plus (e.g., internal advisory roles).
- Interest in innovative work tools and new technologies.
- Autonomy and the ability to solve problems independently and find solutions.
- Familiarity with Pennylane is a plus.
- Professional working proficiency in English.
- Strong written communication skills and a pedagogical approach to interact with users clearly and professionally.
- Ability to understand and respond to client needs, deliver excellent service, and maintain strong client relationships.
- Ability to work independently and as part of a team.
- Flexibility to adapt to the rapid evolution of the tool.
- Willingness to learn and stay up to date on product developments.
Benefits:
- A top-tier health insurance plan (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- Between 6 and 12 additional RTT days (compensatory rest days) on top of 5 weeks' paid vacation
- 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
- Allocation of BSPCE (stock options)
- Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib
- A Mac
- We play many sports together and regularly come together for company events such as Tech Days (which bring remote Pennylaners together every three months) and an annual company retreat that fosters strong team cohesion.
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