The Opportunity:
This individual will be responsible for working directly with customers and various teams on daily support and operations tasks. This role will include supporting Flywire SFS, eStore, and TPI products for the clients in US / Canada.Manage and complete tickets from customers and other departments related to Flywire’s platforms, ensuring the highest quality standards are met while adhering to the SLA requirementsAble to communicate clearly, concisely, and with confidence any complex queries with customers via email or over the phoneUnderstand various components of our products including how they function together and the workflow impact to customersWork hands-on with various web-based products and command-line tools in order to research and provide answers for various research and support issuesLogically assess the issue, propose solutions to customers and work with development on enhancements for the productServe as a highly effective mediator between customers and development when the situation arisesResearch requests and issues thoroughly and understand how to most effectively work with development on questions that require escalationLean into our business domain and needs as well as our company vision, mission and strategy to deliver on our short and long term goals