Tech Support Specialist II

About the position

The Technical Support Specialist II plays a crucial role in the Service & Fulfillment Operations team at AvidXchange, serving as a bridge between customers and management. This position is responsible for resolving both simple and complex technical issues, ensuring customer satisfaction through effective troubleshooting and support. The role involves direct interaction with customers via phone, email, or chat, and requires a strong understanding of technical systems and excellent customer service skills.

Responsibilities

• Manage Tier 1 to Tier 2 inquiries from customers through phone, email, or chat.
• Troubleshoot, replicate, and test components of systems using proven techniques for analysis and workarounds.
• Work with case management systems, keeping track of support tickets and following through to completion.
• Collaborate with Level II and Senior Specialists for escalated customer issues.
• Provide basic product training and documentation to customers.
• Consistently meet performance scorecard metrics for CSAT, QA, and productivity.

Requirements

• 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 skills.
• 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.

Nice-to-haves

• A+ certification (or comparable certification, experience, training, or degree).
• History of exceptional customer service experience scores.
• Familiarity with accounts payable processes or working with accounts payable software.

Benefits

• 401(k) with 4% match
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Free parking
• 18 days PTO
• 11 Holidays (8 company recognized & 3 floating holidays)
• 16 hours per year of paid Volunteer Time Off (VTO)
• Competitive Healthcare
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance
• 100% AvidXchange paid Long-Term Disability
• 100% AvidXchange paid Short-Term Disability
• Onsite Health Clinic with Atrium Health
• Parental Leave: 8 weeks 100% paid by AvidXchange
• Discounts on Pet, Home, and Auto insurance
• BrightDime Financial Wellness Tool
• WeeCare Childcare Service
• Perks at Work discount program
• Onsite gym fitness center, yoga studio, and basketball court
• Tuition Reimbursement up to the federal maximum of $5,250
• Hybrid Workplace Flexibility
• Free parking