Software Support Specialist I

Job Description

The Opportunity:

• Supports 14,000+ active Invoiced accounts.
• Delivers prompt and accurate answers to unstructured questions about Invoiced features and integrations via email, phone, and chat.
• Diagnoses issues related to payment processing, integrations, and Invoiced features by reading integration, API, and payment logs.
• Autonomously schedules and leads calls without support from another team member for complex issues.
• Escalates complex issues to a Technical Software Support Specialist.
• Contributes to internal and customer-facing documentation.
• Assists the implementation and customer success teams with client questions about Invoiced.
• Stays up to date on Invoiced functionality to answer questions from internal teams.

Qualifications

• Bachelor’s Degree from an accredited university.
• 1-3 years in a customer-facing role at a SaaS company.
• 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.
• Dynamic & Global Team.
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes).
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)

Salary Range

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.