Product Support Specialist II
AvidXchange, Inc.•Charlotte, NC
•Hybrid
About The Position
The Product Support Specialist II is a member of the Relationship Management team, serving as a key liaison between representatives, management, and customers. You’ll resolve complex issues, identify opportunities for process improvement, and drive exceptional customer experiences. This role involves advanced troubleshooting, technical problem-solving, and mentoring less experienced team members while ensuring customer satisfaction and operational efficiency.
Requirements
- 3–5 years of experience in technical support, product support, or related roles.
- Strong troubleshooting and problem-solving skills with proprietary software and technical systems.
- Excellent customer service, communication, and interpersonal skills.
- Experience with Windows domain environments and knowledge of API automation or similar technical tools.
- Ability to work independently, manage multiple priorities, and make decisions in a fast-paced environment.
Nice To Haves
- University degree in a related field or equivalent experience.
- A+ certification or similar technical certifications preferred.
- Experience working in SaaS or technology environments.
- Proven ability to analyze processes and suggest improvements.
- Self-motivated, proactive, and solutions-oriented attitude.
Responsibilities
- Manage Tier 2 customer inquiries across phone, email, and chat, providing advanced technical and product support.
- Troubleshoot complex system issues, test solutions, and implement workarounds to resolve problems efficiently.
- Serve as a point of escalation for more complex cases and coordinate with leadership and cross-functional teams for timely resolution.
- Track, manage, and ensure completion of support tickets using the case management system, maintaining high standards of accuracy and follow-through.
- Analyze customer feedback and case trends to provide recommendations for product improvements and process optimization.
- Create and maintain product documentation, training materials, and FAQs to support both customers and internal teams.
- Participate in performance management efforts, helping the team meet or exceed CSAT, QA, and productivity goals.
- Model company core values and contribute to the overall mission and culture of the Customer Care organization.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
