Software Support Specialist I

Flywire; Massachusetts; On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

ESPP

Global induction

Dynamic global team

Wellbeing programs

Volunteer days

Development programs

Job summary

Flywire is seeking a Software Support Specialist I, based within EST is highly preferred. You will support 14,000+ active Invoiced accounts and provide prompt, accurate answers regarding Invoiced features and integrations.

You’ll diagnose issues from logs, determine the best channel for contact, and escalate complex cases. A Bachelor's degree and 1–3 years in SaaS support, including Netsuite/Intacct experience, are required.

Qualifications

• Bachelor’s degree from an accredited university.
• 1–3 years in a customer-facing SaaS role.
• Experience with Netsuite or Intacct is required.

Responsibilities

• Support 14,000+ active Invoiced accounts via email, phone, and chat.
• Diagnose issues by reading integration, API, and payment logs.
• Escalate complex issues and schedule/leads calls independently.

Skills

Innovative problem solver

Diplomatic and tactful

Reliable, honest, hardworking

Education

Bachelor’s Degree from an accredited university

Tools

Netsuite

Intacct

Salesforce

Rest APIs

QuickBooks

Xero

Avalara

Zapier

Bill.com

Hubspot

Job description

Are you ready to trade your job for a journey? Become a FlyMate!

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.

What more do we need to truly be unstoppable? Perhaps, that is you!

Who we are:

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 5,300 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,400 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 threespecialists 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.

Here’s What We’re Looking For:

• Bachelor’s Degree from an accredited university
• 1-3years 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

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