Software Support Specialist I

Flywire • Boston, MA

3d • Hybrid

About The Position

We are seeking a Software Support Specialist I, based within EST is highly preferred. This role is part of a team of three specialists who support 14,000+ active Invoiced accounts. The specialist will reliably deliver prompt and accurate answers to unstructured questions about Invoiced features and integrations via email, phone, and chat. Due to the complex nature of our software, these replies are rarely templated. Agents rely on our documentation, their own test results, and experience to provide accurate answers. The role involves reading integration, API, and payment logs to diagnose issues related to payment processing, integrations, and Invoiced features. The specialist will identify when it is most efficient to move a client conversation from email to a call and autonomously schedule and lead the call without support from another team member. Complex issues will be escalated to a Technical Software Support Specialist. The role also contributes to internal and customer-facing documentation. The specialist will be available to assist the implementation and customer success teams with client questions about Invoiced and stay up to speed on Invoiced functionality, available to answer questions about Invoiced from internal teams.

Requirements

• Bachelor’s Degree from an accredited university
• 1-3 years in a customer-facing role at a SaaS company
• Prior experience with Netsuite or Intacct
• Innovative problem solver
• Naturally diplomatic and tactful
• Reliable, honest, hardworking

Nice To Haves

• Familiarity with Quickbooks, Xero, Salesforce, Avalara, Zapier, Bill.com, Hubspot, or Rest APIs

Responsibilities

• Deliver prompt and accurate answers to unstructured questions about Invoiced features and integrations via email, phone, and chat.
• Read integration, API, and payment logs to diagnose issues related to payment processing, integrations, and Invoiced features.
• Identify when it is most efficient to move a client conversation from email to a call and autonomously schedule and lead the call without support from another team member.
• Escalate complex issues to a Technical Software Support Specialist.
• Contribute to internal and customer-facing documentation.
• Assist the implementation and customer success teams with client questions about Invoiced.
• Stay up to speed on Invoiced functionality, available to answer questions about Invoiced from internal teams.

Benefits

• Competitive compensation
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Competitive time off including FlyBetter Days to volunteer in your community and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level