Flywire

Software Support Specialist I

Boston, MA, United States · Full-time

Sponsorship not specified$45k-$60kDetected 72 days ago

RESTHubSpotSalesforceQuickBooksRecruitingCustomer SuccessCollaborationNetSuite

About the role

Due to the complex nature of our software, these replies are rarely templated.
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.

Agents rely on our documentation, their own test results, and experience to provide accurate answers.
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.
Your Talent Acquisition Partner will walk you through the steps and be your "go-to" person for questions.

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

Employee Stock Purchase Plan (ESPP)
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!
The US base salary range for this full-time position is $45,000-$60,000 plus bonus and benefits.
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 a global payments enablement and software company, founded more than a decade ago to solve high-stakes, high-value payments in higher education.
We've since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.
Today we support more than 5,100 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.
With over 1,200 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we're looking for FlyMates to join the next stage of our journey as we continue to grow.
The Opportunity:
We are seeking a Software Support Specialist I, 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.
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.

This listing is sourced directly from Flywire's careers page and normalized into a canonical job model.