User Support Consultant (all genders) at AMANA - a LucaNet Company

at  LucaNet AG

WHAT YOU BRING TO THE TABLE

• Finance knowledge - you are comfortable understanding some common accountancy practices & terms such as balance sheet, P&L, ledger, Credit & Debit
• You a strong communicator, both verbally and in writing, across German & English (C1+)
• A strong knowledge of MS Office, especially Word & Excel - you are comfortable integrating an Excel table in to a Word document, building a table of contents, changing the layout of a document, etc.
• You enjoy helping our customers by finding solutions & overcoming the challenges they are facing with our product
• You are a team player but have the ability to work independently when required
• You are resilient and can always see the bigger picture

ABOUT US

As part of the LucaNet Group, AMANA develops intelligent software products for tax, disclosure management, XBRL, leasing and ESG. At our headquarters in Essen, in the heart of the Ruhr area, more than 160 employees are already working on the further development of our successful tools. Founded in 2011 as a spin-off from PricewaterhouseCoopers (PwC), we stand for continuous development, holistic integration and sustainable customer focus. Our solutions reliably automate processes and perfectly adapt to the growing demands of a dynamic business and market environment. For individual issues, we offer our customers an ecosystem of development, support and consulting by subject matter experts. In times of increasing compliance and reporting requirements and the obligation to digitize reports, it is even more important to have a reliable partner at your side. More than 80% of DAX companies rely on our GlobalTaxCenter Suite and our disclosure management system SmartNotes. This makes us the market leader for digital tax solutions and the preparation of print-ready annual reports in the D-A-CH region.
Find out more about AMANA - a LucaNet company as an employer here

THE ROLE

Following the acquisition of Amana by Lucanet, we anticipate that the number of customers using our flagship product, SmartNotes, will increase substantially in the near future. Therefore, we require additional user support to ensure all of our customers are getting the most from our product suite. Your role will be to provide assistance to our customers so that they can troubleshoot their problems & issues with SmartNotes.
Sometimes this will be something simple like a user input error and you can guide them through our platform to their desired outcome. Other times this will be something more technical like a software bug that you will be required to raise a ticket for and ensure that our IT team deal with in an efficient & suitable manner for the customer.
This is an exciting time to be joining as we go through a period of sustainable growth, there will be challenges along the way but you are able to play an important part in helping us navigate those and providing a best-in-class service to our customer base.
This is a fully remote role with the opportunity to attend the AMANA offices in Essen at your own discretion.

WHAT YOU’LL DO

• Accompany our users with the onboarding & first use of the application
• Creation of articles for the knowledge database
• Handing over enquiries to the software development department
• Induction of new colleagues into the job
• Support with special internal team topics
• Documenting customer interactions, problem solutions and workflows in the ticket system
• Adaptation of processes
• Supporting the sub team service (processing their enquiries where possible)
• Independent processing of customer enquiries or forwarding to appropriate internal contacts.
• Advising and supporting customers in the targeted, efficient and correct processing of SmartNotes support requests.
• Advising and supporting customers throughout the XBRL reporting process
• Advise and support customers on the use of SmartConverter and XBRL Tagger in ESEF and BR filings.
• Provide technical support for questions, issues or technical difficulties related to our product or related services.