Software Support Specialist

Requirements

• 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, , Hubspot, or Rest APIs
• Innovative problem solver
• Naturally diplomatic and tactful
• Reliable, honest, hardworking

• 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