Hybrid SaaS Technical Support Specialist

Flywire; Chicago (IL); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Flywire is seeking a CS1 to join its hospitality/e-commerce support team. You will triage tickets, troubleshoot tech questions, and document solutions. The role emphasizes building technical support skills, following standard procedures, and delivering clear, customer-friendly updates.

You’ll handle high volumes via Zendesk and collaborate with Engineering on escalations. The position includes a hybrid work arrangement and a US base salary with benefits.

Qualifications

• 2+ years in a customer-facing technical support role.
• Experience using Zendesk Explore, Help Center, and macros.
• Strong verbal and written communication skills for technical and non-technical audiences.
• Ability to self-prioritize in a high-volume support environment.
• Background in hospitality or hotel tech is a plus.

Responsibilities

• Respond to a high volume of customer tickets, calls, and emails with empathy and efficiency.
• Troubleshoot complex technical issues using logs and internal tools.
• Provide clear replication steps or documentation to elevate issues to Engineering.
• Translate technical findings into actionable updates for customers and stakeholders.
• Assist in writing SOPs and contributing to knowledge base articles.
• Take ownership of escalated tickets and track to resolution.
• Identify bugs or process inefficiencies and suggest improvements.
• Handle inbound tickets from intake to resolution using Zendesk.
• Support use cases like PDF conversion and platform navigation.
• Maintain quality responses and ~25 solved tickets per day; participate in on-call as needed.

Skills

Excellent communication

Time management

Bug tracking

Documentation

Customer service

Tools

Zendesk

Jira

Confluence

DataDog

Job description

Flywire is seeking a CS1 to join its hospitality/e-commerce support team. You will triage tickets, troubleshoot tech questions, and document solutions. The role emphasizes building technical support skills, following standard procedures, and delivering clear, customer-friendly updates.

You’ll handle high volumes via Zendesk and collaborate with Engineering on escalations. The position includes a hybrid work arrangement and a US base salary with benefits.