Hybrid Remote Tech Support Specialist I

AvidXchange, Inc.; United States; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

18 days PTO

11 Holidays

401(k) Match

Hybrid Workplace Flexibility

Free parking

Onsite gym

Job summary

AvidXchange is seeking a Technical Support Specialist to join the Service & Fulfillment Operations team in the United States. You will handle Tier 1–2 inquiries via phone, email, or chat, troubleshoot technical issues, and ensure timely resolution across multiple tickets.

You will document solutions, collaborate with Level II and Senior Specialists, and contribute to CSAT and productivity metrics. The role includes basic product training and customer-facing documentation, with a hybrid work

Qualifications

• 1+ year of experience troubleshooting software, SaaS applications, or other technical systems.
• Experience troubleshooting Windows OS and domain environments; excellent customer service.
• Strong written and verbal communication; solid technical aptitude with computers and software.
• Ability to work independently and as part of a team in a fast-paced environment.
• History of exceptional customer service experience scores.

Responsibilities

• Manage Tier 1 to Tier 2 inquiries from customers via phone, email or chat.
• Troubleshoot and test system components using proven techniques.
• Track and manage your support tickets from open to close in the case management system.
• Escalate to Level II and Senior Specialists when needed for additional information.
• Provide basic product training and documentation to customers.
• Meet performance targets for CSAT, QA, and productivity.

Skills

Troubleshooting

Customer Service

Communication

Independent work

Windows OS

SQL

APIs

Scripting

Education

A+ Certification

Tools

SQL

API

Scripting

Job description

AvidXchange is seeking a Technical Support Specialist to join the Service & Fulfillment Operations team in the United States. You will handle Tier 1–2 inquiries via phone, email, or chat, troubleshoot technical issues, and ensure timely resolution across multiple tickets.

You will document solutions, collaborate with Level II and Senior Specialists, and contribute to CSAT and productivity metrics. The role includes basic product training and customer-facing documentation, with a hybrid work