Product Support Specialist (Tech Support)

AvidXchange Charlotte NC, 1210 AVIDXCHANGE LN, CHARLOTTE, North Carolina, United States of America Req #3784
Friday, May 13, 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 Specialist I is an integral member of the 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 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.
  • Monitors and helps other Technicians with support tickets.
  • Provides basic product training & documentation to customers.

Experience, Qualifications & Education

  • A minimum of 2 years of experience troubleshooting proprietary software
  • 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

Preferred Experience, Qualifications and Skills

  • A+ certification (or comparable certification, training, or degree) preferred, not required
  • Works effectively in a fast-pace environment
  • Ability to prioritize daily tasks
  • Exceptional customer service experience scores
  • Strong productivity and quality assurance
  • Self-motivated
  • Positive and helpful
Equal Employment Opportunity

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