• Providing outstanding customer service by listening carefully to their concerns, empathizing with their needs, and offering solutions that aim for one-call resolutions. • Supporting customers in creating new accounts and addressing any issues. • Guiding customers in choosing the right service provider for their needs. • Collaborating effectively with customers, fellow agents, and other departments to solve problems quickly. • Staying up to speed with the latest products, services, and offerings to better support customers. • Effectively navigating and adapting to a wide range of customer personalities. • Proactively communicating and collaborating with other teams when customer issues require escalation. • Taking a proactive role in identifying and implementing ways to improve customer satisfaction and loyalty.

• As a Support Specialist for Management Reporting and Accounting, you act as both a product and domain 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 engage with users daily and seek to understand the issues they encounter. • After investigation, your goal is to provide an answer or solution to the user, or, when necessary, escalate the issue to the technical teams. • You are also responsible for helping in-house accountants and accounting firms import their data into Pennylane to facilitate their migration.

• En tant que Spécialiste Support Pilotage et Comptabilité, tu te positionnes comme un expert métier et plateforme. • Tu es l'interlocuteur privilégié de notre base client qui a choisi Pennylane comme logiciel central de leur gestion comptable et financière. • Tu te trouves donc au cœur de l'expérience client 360 et fais profiter les clients et leurs comptables de la pleine puissance de Pennylane au service de leur croissance. • En tant que membre de l'équipe Support applicatif et technique, tu es le point de relais central entre nos clients Dirigeants, leurs Comptables internalisés et les Cabinets Comptable. • Tu es en contact quotidien avec les utilisateurs et cherche à comprendre les problèmes qu'ils rencontrent. • Après investigation, ton but est d'apporter une réponse ou solution à ton interlocuteur, ou quand cela est nécessaire, d'escalader le problème aux équipes techniques. • Tu as aussi la charge d'aider les comptables d’entreprises et cabinet à intégrer leurs données sur Pennylane afin de faciliter leur migration. • Tu intègres la Pennylane Academy et tu te formes en continu sur le produit et les rouages de l'équipe. • Tu apprends à identifier toutes les parties prenantes et à collaborer efficacement au sein de ton équipe, ainsi qu'avec les différents départements. • Tu commences à répondre à des demandes liées à la comptabilité.

• 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.