Software Support Specialist I

Flywire; Boston (MA); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

ESPP

Global Induction Program

Wellbeing programs

Volunteer days

Development programs

Job summary

Flywire is seeking a Software Support Specialist I, ideally based in the Eastern Time Zone. You will join a small team supporting 14,000+ invoiced accounts, delivering prompt, thoughtful answers to complex product questions via email, phone, and chat.

Responsibilities include diagnosing payment processing and integration issues, guiding clients to solutions, and contributing to documentation. The role offers a hybrid work model in the US and a competitive compensation package.

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.

Responsibilities

• Deliver prompt and accurate answers to unstructured questions about Invoiced features and integrations via email, phone, and chat.
• Read logs to diagnose issues related to payment processing, integrations, and Invoiced features.
• Escalate complex issues as needed to specialists.
• Contribute to internal and customer-facing documentation.
• Assist the implementation and customer success teams with client questions.

Skills

Customer-facing experience (SaaS)

Innovative problem solving

Diplomacy and tact

Reliability and integrity

Education

Bachelor's Degree from an accredited university

Tools

Netsuite

Intacct

Quickbooks

Xero

Salesforce

Avalara

Zapier

Bill.com

Hubspot

Rest APIs

Job description

Job Description

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.
• 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:
Qualifications

Here's What We're Looking For:

• 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

Additional Information

What We Offer:

• Competitive compensation
• 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!)

We are excited to get to know you! Throughout our process you can expect to meet different FlyMates including the Hiring Manager and other Flymates. Your Talent Acquisition Partner will walk you through the steps and be your "go-to" person for questions.

Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, color, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.

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 job 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.

#LI-Hybrid