Product Support Specialist I

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. 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.

AvidXchange is proud to be Certified™ as aGreat Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years - that AvidXchange is a Great Place to Work®.

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.

• 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

EXPERIENCE, QUALIFICATIONS & SKILLS

Required Experience, Qualifications, and Skills

• 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 prioritizedaily 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 withapplicable federal, state, and local laws. AvidXchange will not discriminateagainst applicants for employment on any legally recognized basis. Thisincludes, but is not limited to veteran status, race, color, religion, sex,sexual orientation, gender identity, gender expression, national origin, ageand physical or mental disability.

Other details

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