Software Support Specialist I

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 II, 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.

Requirements

Bachelor’s Degree from an accredited university; 3-5 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

Benefits

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!)