Software Support Specialist I

Job Description We are seeking a Software Support Specialist I, based within EST is highly preferred. Responsibilities 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. Qualifications Bachelor’s Degree from an accredited university 1-3 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 Benefits Competitive compensation Employee Stock Purchase Plan (ESPP) Flying Start – Our immersive Global Induction Program (Meet our Execs & Global Teams) Dynamic & Global Team 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) The US base salary range for this full-time position is $45,000-$60,000 plus bonus and benefits. Our salary ranges are determined by role, position level, and location. The range displayed on this posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and several other factors, including job related skills, experience, relevant education and training. Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire. #J-18808-Ljbffr Flywire