Software Support Specialist III
About The Position
The Opportunity We are seeking a Software Support Specialist III, based within EST is highly preferred. Part of a team of three specialists who support 14,000+ active Invoiced accounts. Reliably delivers 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. Reads integration, API, and payment logs to diagnose issues related to payment processing, integrations, and Invoiced features. Identifies when it is most efficient to move a client conversation from email to a call. Autonomously schedules and leads the call without support from another team member. Escalates complex issues to a Technical Software Support Specialist. Contributes to internal and customer-facing documentation. Available to assist the implementation and customer success teams with client questions about Invoiced. SME - Stay up to speed on Invoiced functionality, available to answer questions about Invoiced from internal teams.
Requirements
- Bachelor’s Degree from an accredited university
- 4+ years in a customer-facing role at a SaaS company
- Must have prior experience with Netsuite or Intacct
- Familiarity with Quickbooks, Xero, Salesforce, Avalara, Zapier, Bill.com, Hubspot, or Rest APIs
- Innovative problem solver
- Naturally diplomatic and tactful
- Reliable, honest, hardworking
Responsibilities
- Reliably delivers prompt and accurate answers to unstructured questions about Invoiced features and integrations via email, phone, and chat.
- Reads integration, API, and payment logs to diagnose issues related to payment processing, integrations, and Invoiced features.
- Identifies when it is most efficient to move a client conversation from email to a call.
- Autonomously schedules and leads the call without support from another team member.
- Escalates complex issues to a Technical Software Support Specialist.
- Contributes to internal and customer-facing documentation.
- Available to assist the implementation and customer success teams with client questions about Invoiced.
- SME - Stay up to speed on Invoiced functionality, available to answer questions about Invoiced from internal teams.
Benefits
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
- Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
- Dynamic & Global Team (we have been collaborating virtually for years!)
- 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!)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
