Hybrid-Ready Technical Support Specialist I

Avidxchange, Inc.; Charlotte (NC); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

18 days PTO

11 holidays

Hybrid workplace flexibility

401(k) match

Onsite gym

Health insurance

Life Insurance

Disability insurance

Tuition reimbursement

Free parking

Job summary

AvidXchange, a Charlotte, NC-based leader in accounts payable automation, is seeking a Technical Support Specialist. You will handle Tier 1–Tier 2 inquiries via phone, email, or chat, troubleshoot software components, and manage tickets from open to close.

You’ll escalate when needed and provide product training and documentation. Ideal candidates have at least 1 year of SaaS troubleshooting experience, strong Windows OS skills, and excellent communication.

Qualifications

• At least 1 year of experience troubleshooting software, SaaS applications, or other technical systems.
• Experience troubleshooting Windows OS and domain environments.
• Strong written and verbal communication skills.
• Ability to work independently and with a team in a fast-paced environment.
• History of exceptional customer service experience scores.
• Familiar with accounts payable process or software.
• Self-motivated and driven to learn.

Responsibilities

• 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.

Skills

Customer service

Troubleshooting

Windows OS

Communication

Technical aptitude

Teamwork

Time management

Education

A+ certification or comparable

Tools

SQL

API

Scripting

Job description

AvidXchange, a Charlotte, NC-based leader in accounts payable automation, is seeking a Technical Support Specialist. You will handle Tier 1–Tier 2 inquiries via phone, email, or chat, troubleshoot software components, and manage tickets from open to close.

You’ll escalate when needed and provide product training and documentation. Ideal candidates have at least 1 year of SaaS troubleshooting experience, strong Windows OS skills, and excellent communication.