Product Support Specialist II

Overview

The Product Support Specialist II is a member of the Relationship Management team serving as a key liaison between representatives management and customers. Youll 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.

What Youll Do

• 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.

What Were Looking For

Required Experience Qualifications and Skills:

• 35 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.

Preferred Experience Qualifications and Skills:

• 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.

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 theyll tell you our people are at the core of who we are. At AvidXchangemindset is everything. We are Connected as People Growth Minded and Customer Obsessed. Thesethree mindsets represent our culture who weare who weve always been and they guide usto improve every our founding in 2000 in Charlotte NC weve created a company of over 1500 teammates working across the U.S. or remotely. AvidXchange is proud to be Certified as aGreat 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 meansyou arenot afraid of taking riskswinning bigorfacing the unknown.
• Someone who understands that business ispeople centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
• Focused onmaking a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

What youll get:

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing 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 and competitive benefits. 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 youll tell for years youve come to the right place.

AvidXers enjoy:

• 18 days PTO*
• 11 Holidays (8companyrecognized & 3floatingholidays)
• 16 hours per year ofpaid 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) - Providescounseling 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
• WeeCareChildcare Service:helps teammates find affordable daycarechildcareandtutors 40%less expensivethan traditional daycarecenters
• Perks at Work:free discount program that provides teammates the opportunity to save on items fromelectronics movie tickets car buying vacationsandmore
• Onsite gym fitness center yoga studio and basketball court
• Tuition Reimbursement up to the federal maximum of $5250***
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year pro-rated if hired mid-year

**Must be full-time for at least 3 months

***Must 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.