Technical Support Specialist I

The role

The Technical Support Specialist manages Tier 1 to Tier 2 customer inquiries via phone, email, or chat. This role involves troubleshooting technical product issues and managing support tickets from open to close.

What you will do

• Manage Tier 1 to Tier 2 inquiries through phone, email or chat
• Troubleshoot and test components of systems using analysis and workarounds
• Track support tickets using a case management system
• Work with Level II and Senior Specialists for escalated issues
• Resolve issues through critical thought processes
• Provide basic product training and documentation to customers
• Perform at minimum meets in CSAT, QA and Productivity measures

Required qualifications

• 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 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

Nice to have

• 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

Benefits

• 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 with $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)
• Onsite Health Clinic with Atrium Health
• 401(k) Match: 100% match on the first 3% of salary, plus 50% match on the next 2%

Before you apply

• Must be currently authorized to work in the United States on a full-time basis
• AvidXchange does not provide sponsorship for employment-based work visas for this position

About the company

AvidXchange is a provider of accounts payable automation software and payment solutions for middle-market businesses and their suppliers. Founded in 2000 in Charlotte, NC, it has over 1,300 teammates working across the U.S. or remotely.