Product Support Specialist I

AvidXchange•Charlotte, NC

19h•Hybrid

About The Position

Troubleshoot and test components of systems using proven techniques for analysis and workarounds. Coordinate reported cases and work closely with leadership to expedite issues for fast problem resolution. Work with case management system, keeping track of support tickets and follow through to completion. Monitor and assist other Technicians with support tickets. Provide basic product training and documentation to customers.

Requirements

Master’s degree in Computer Science, Information Technology, Information Systems or related field of study
Two (2) years of experience in the job offered or related occupation
Demonstrated experience in Data file formats (JSON, XML or CSV) in data processing workflows
Demonstrated experience in Incident response and root cause analysis
Demonstrated experience in End user system monitoring and troubleshooting procedures
Demonstrated experience in Testing of end-to-end system configuration
Demonstrated experience in API Integration and troubleshooting
Demonstrated experience in Technical documentation creation
Demonstrated experience in Managing and resolving support tickets across multiple communication channels

Responsibilities

Troubleshoot and test components of systems using proven techniques for analysis and workarounds.
Coordinate reported cases and work closely with leadership to expedite issues for fast problem resolution.
Work with case management system, keeping track of support tickets and follow through to completion.
Monitor and assist other Technicians with support tickets.
Provide basic product training and documentation to customers.

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 that has $0 monthly premium for teammate-only coverage
100% AvidXchange paid 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) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
Parental Leave: 8 weeks 100% paid by AvidXchange
Discounts on Pet, Home, and Auto insurance
WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors
40% less expensive than traditional daycare centers
Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
Onsite gym fitness center, yoga studio, and basketball court
Tuition Reimbursement up to the federal maximum of $5,250
Hybrid Workplace Flexibility
Free parking