Product Support Specialist II

Charlotte, North Carolina, United States

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.

• 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.

Required Experience, Qualifications, and

Skills:

• 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.

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.

Avid Xchange is an equal opportunity employer. Avid Xchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. Avid Xchange 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.