Product Support Specialist I

AvidXchange Houston TX, 2100 TRAVIS ST, SUITE 300, HOUSTON, Texas, United States of America Req #3888
Thursday, May 12, 2022
About AvidXchange 

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone that works here, they’ll tell you our people are at the core of who we are. We are all entrepreneurs who love to innovate and win with a passion for serving our customers. While we take personal ownership of our everyday work, we recognize that we only win as a team.

Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working in one of our 7 offices across the U.S., or remotely. But we're building more than a tech company – we're building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you'll tell for years, you've come to the right place.

Job Overview:

The Product Support Technician 1 is an integral member of the AvidXchange Relationship Management team, functioning as a liaison between representatives and management, (management defined as Team Leader/ Manager) sharing ideas and best practices. This position resolves simple and some complex issues to our clients’ satisfaction, including but not limited to troubleshooting, and managing multiple issues from open to close.

Job Responsibilities:

•Customer facing position managing Tier 1 to Tier 2 inquiries from AvidXchange customers either through phone, email and chat requiring basic technical and product knowledge.

•Trouble-shoots and tests components of systems using proven techniques for analysis and workarounds.

•Ability to coordinate reported cases and works closely with leadership to expedite issues for fast problem resolution.

•Works with our case management system, keeping track of own support tickets and follows through to completion

•Responds and resolves through critical thought processes that directly correlates with the customer requests and needs.

•Monitoring and helping other technicians with support tickets

•Provides basic product training & documentation to customers.

•Ability to perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA and Productivity measures outlined.

•Models our core values and is supportive of the overall mission of contact


Areas of Impact:

•Work results will have an immediate impact on the customer experience.

•Expertise in this area ensures timely response & resolution.

•Output measured against internal and external-facing SLA’s.


Experience:

•3+ years’ experience troubleshooting proprietary software

•A+ certification (or comparable certification, training, or degree) preferred, not required

•Excellent customer service and communication skills

•Experience with windows domain environments

•Strong ability to work independently and with a team


Knowledge of API Automation and technical software

Competencies:

Equal Employment Opportunity Statement   AvidXchange is an equal opportunity employer.  AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state and local laws.  AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.

Other details

  • Job Family Customer Service and Operations
  • Job Function Customer Service
  • Pay Type Salary
  • Employment Indicator Professional
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