Customer Support Specialist - Accounting (m/w/d) für Deutschland
Core
Support users of Pennylane, a financial operating system for SMEs and accounting firms, via chat and phone to ensure effective tool usage and resolve issues.
Role type
Customer Support Specialist (Accounting Domain)
Builds
Pennylane financial software for small and medium-sized enterprises (SMEs) and accounting firms
Domain
Fintech / Accounting / SMEs
Deliverable
client delivery
Required skills
Chat support, phone support, ticket tracking, user onboarding, bug identification, basic accounting principles, product knowledge, cross-functional collaboration
Preferred skills
Proactive user engagement, product improvement identification, team mentoring
Technologies
Pennylane software platform
Responsibilities
Answer user questions and feedback via chat and phone, ensure ticket resolution and user satisfaction, proactively identify user needs and churn risks, identify bugs in the tool, diagnose and solve user problems based on accounting knowledge, collaborate with technical teams on bug escalation, identify potential product improvements, maintain product knowledge through active usage, support onboarding of new team members
