Technical Support Specialist I

Responsibilities

Provide Tier 1 and Tier 2 technical support to customers by phone, email, and chat, troubleshooting product and system issues and managing support tickets through resolution. Collaborate with senior support staff on escalations, resolve customer needs, and provide basic product training and documentation.

Requirements

Applicants need at least one year of experience troubleshooting software, SaaS applications, or other technical systems, including Windows operating systems and domain environments. Strong customer service, communication, technical aptitude, task prioritization, and the ability to work independently and collaboratively are required; an A+ certification or comparable background is preferred.

Skills

• Technical Troubleshooting
• Customer Service
• Windows Operating Systems
• Domain Environments
• SaaS Applications
• Technical Support
• Ticket Management
• Critical Thinking
• Written Communication
• Verbal Communication
• Product Training
• Task Prioritization
• SQL
• API
• Scripting
• Accounts Payable Software

Benefits

• Paid Time Off
• Paid Holidays
• Paid Volunteer Time Off
• Health Insurance
• Dental Insurance
• Life Insurance
• Long-Term Disability Insurance
• Short-Term Disability Insurance
• Employee Assistance Program
• Onsite Health Clinic
• 401(k) Match
• Paid Parental Leave
• Paid Eldercare Leave
• Insurance Discounts
• Onsite Gym
• Gym Reimbursement
• Tuition Reimbursement
• Hybrid Workplace Flexibility
• Free Parking

About this role

Overview:
The Technical Support Specialist is an integral member of the Service & Fulfillment Operations 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 technical product issues to our clients’ satisfaction, including but not limited to troubleshooting, and managing multiple issues from open to close
What you will do:
Customer facing position managing Tier 1 to Tier 2 inquiries from customers through phone, email or chat requiring basic technical and product knowledge.
Troubleshoot and test components of systems using proven techniques for analysis and workarounds.
Work with our case management system, keeping track of your own support tickets and following through to completion.
Work with Level II and Senior Specialists when customers are escalated or need additional information.
Resolve issues through critical thought processes that directly correlates with the customer requests and needs.
Provide 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.
What we are looking for:
At least 1 year of experience troubleshooting software, SaaS applications, or other technical systems.
Experience troubleshooting Windows OS and domain environments • Excellent customer service experience
Strong written and verbal communication • Strong technical aptitude, specifically with computers and software
Ability to work independently and with a team in a fast-paced environment. • Experience prioritizing multiple daily tasks
Self-motivated and driven to learn Preferred Experience, Qualifications, and Skills • A+ certification (or comparable certification, experience, training, or degree)
History of exceptional customer service experience scores
Familiar with structured data file types, SQL, API, scripting, or other back-end automation technologies
Familiar with accounts payable process or working with accounts payable software
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 who works here, they’ll tell you our people are at the core of who we are. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,300 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great 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®.
Who you are:
A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.
Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
What you’ll get:
AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At AvidXchange, we are building more than a tech company – we are 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.
AvidXers enjoy:
18 days PTO*
11 Holidays (8 company recognized & 3 floating holidays)
16 hours per year of paid Volunteer Time Off (VTO)
Competitive Healthcare
High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
Dental Base Plan Coverage
100% AvidXchange paid Life Insurance
100% AvidXchange paid Long-Term Disability
100% AvidXchange paid Short-Term Disability
Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
Parental Leave: 8 weeks 100% paid by AvidXchange
Eldercare Leave: 8 weeks at 100% pay to care for a qualifying family member*
Discounts on Pet, Home, and Auto insurance
Onsite gym fitness center, yoga studio, and basketball court
Gym reimbursements for remote teammates up to $28/month
Tuition Reimbursement up to the federal maximum of $5,250*
Hybrid Workplace Flexibility
Free parking
*Fully granted from beginning of year, pro-rated if hired mid-year
Must be full-time for at least 3 months
***Must be full-time for at least one year
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.

Applicants must be currently authori...

About AvidXchange, Inc.

Software Development · 1,001-5,000 employees · headquartered in Charlotte, NC · founded 2000