Job Description: Resolve customer support requests such as balancing discrepancies, engagement and payment plan issues. Answer general product / workflow questions and help with application functionality. Research specific scenarios or potential issues such as balancing discrepancies, engagement and payment plan issues. Setup or training of application features/functions. Internal support requests such as product training materials, knowledge base articles and building scripts. Resolve tier 1 and tier 2 requests that do not require a code change to resolve, such as payment transactions, log in and balancing discrepancies. Define and hand-off of enhancement requests or optimizations to tier 3. Management of support requests requiring tier 3 development. Assist with internal testing and UAT. Perform production clean-up and reconciliation tasks. Draft Custom ad-hoc SQL reports to pull historical data for clients at their request. Manage Daily job/cycle including data loading, report delivery, and payment transaction reporting. Perform customer file fixes and data cleanup. Perform Product maintenance and outage communication. Perform monthly customer reporting with creating and analyzing reports. Telecommuting permissible from any location in the U.S.
Requirements: Bachelor’s degree or foreign degree equivalent in Computer Science, Information Systems or related field and three (3) years of experience in the job offered or related role.
Experience and/or education must include:
SQL/Database knowledge in select, update, contact, distinct, join;
Linux Operating system and bash command line, such as grep, vi, sudo, and ssh;
JIRA;
Technical support engineering;
MS Office Suite, including Excel/Google Sheets and Word/Google Docs; and
File Transfer Protocol to transfer files and information from one server to another.
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The US base salary range for this full-time position is $94,000/year - $174,000/year plus restricted stock units 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. Your Talent Acquisition Partner can share more about the specific salary range for your preferred location during the hiring process.
Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices diversity, gender equality, and inclusion are at the core of our people agenda. We believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.
CONTACT: Reference job #Q418HP24 and send resume to [email protected].
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