AvidXchange
Technical Support Specialist II
AvidXchange, Charlotte, North Carolina, United States, 28245
Job 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. Work directly with customers using screen share and remote sessions.•Troubleshoot, replicate, and test components of systems using proven techniques for analysis and workarounds.•Work with our case management systems, 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.•Consistently meeting performance scorecard for CSAT, QA and Productivity measures.
What we are looking for:•More than 1 year of experience troubleshooting software, SaaS applications, or other technical systems•Experience troubleshooting Windows OS, network and domain environments•Strong understanding of structured data file types, SQL, API, scripting, or other back-end automation technologies•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•Positive and helpful attitude•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 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. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. 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 1,600 teammates working in one of our 5 offices 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 publicly traded 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, competitive benefits and equity options. 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 HealthcareHigh Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage100% AvidXchange paid Dental Base Plan Coverage100% AvidXchange paid Life Insurance100% AvidXchange paid Long-Term Disability100% AvidXchange paid Short-Term DisabilityEmployee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependentsOnsite Health Clinic with Atrium Health** - available to Teammates and their eligible dependents401k Match up to 4%Parental Leave: 8 weeks 100% paid by AvidXchange***Discounts on Pet, Home, and Auto insuranceBrightDime Financial Wellness Tool, offered free to teammatesWeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centersPerks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and moreOnsite gym fitness center, yoga studio, and basketball court****Tuition Reimbursement up to the federal maximum of $5,250Hybrid Workplace FlexibilityFree parking
*Fully granted from beginning of year, pro-rated if hired mid-year
**Charlotte location only
***Must be full-time for at least 3 months****Charlotte location onlyMust 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.
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. Work directly with customers using screen share and remote sessions.•Troubleshoot, replicate, and test components of systems using proven techniques for analysis and workarounds.•Work with our case management systems, 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.•Consistently meeting performance scorecard for CSAT, QA and Productivity measures.
What we are looking for:•More than 1 year of experience troubleshooting software, SaaS applications, or other technical systems•Experience troubleshooting Windows OS, network and domain environments•Strong understanding of structured data file types, SQL, API, scripting, or other back-end automation technologies•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•Positive and helpful attitude•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 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. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. 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 1,600 teammates working in one of our 5 offices 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 publicly traded 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, competitive benefits and equity options. 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 HealthcareHigh Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage100% AvidXchange paid Dental Base Plan Coverage100% AvidXchange paid Life Insurance100% AvidXchange paid Long-Term Disability100% AvidXchange paid Short-Term DisabilityEmployee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependentsOnsite Health Clinic with Atrium Health** - available to Teammates and their eligible dependents401k Match up to 4%Parental Leave: 8 weeks 100% paid by AvidXchange***Discounts on Pet, Home, and Auto insuranceBrightDime Financial Wellness Tool, offered free to teammatesWeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centersPerks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and moreOnsite gym fitness center, yoga studio, and basketball court****Tuition Reimbursement up to the federal maximum of $5,250Hybrid Workplace FlexibilityFree parking
*Fully granted from beginning of year, pro-rated if hired mid-year
**Charlotte location only
***Must be full-time for at least 3 months****Charlotte location onlyMust 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.