[Remote] Software Support Specialist III
Note: The job is a remote job and is open to candidates in USA. Flywire is a global payments enablement and software company on a mission to deliver complex payments solutions. The Software Support Specialist III will support a large number of active accounts by providing accurate answers to inquiries regarding software features and integrations.
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
- Stay up to speed on Invoiced functionality, available to answer questions about Invoiced from internal teams
Skills
- 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
- Based within EST is highly preferred
Benefits
- 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!)
Company Overview
Company H1B Sponsorship