Technical Support Specialist

The Technical Support Specialist is an integral member of the Service & Fulfillment Operations team, functioning as a liaison between representatives and management, (management defined as Team Leader/ Manager) sharing ideas and best practices. This position resolves simple and some complex technical product issues to our clients’ satisfaction, including but not limited to troubleshooting, and managing multiple issues from open to close

• Customer facing position managing Tier 1 to Tier 2 inquiries from customers through phone, email or chat requiring basic technical and product knowledge.
• Troubleshoot and test components of systems using proven techniques for analysis and workarounds.
• Work with our case management system, keeping track of your own support tickets and following through to completion.
• Work with Level II and Senior Specialists when customers are escalated or need additional information.
• Resolve issues through critical thought processes that directly correlates with the customer requests and needs.
• Provide basic product training & documentation to customers.
• Ability to perform at a minimum of “meets” in balanced performance scorecard for CSAT, QA and Productivity measures outlined.

• At least 1 year of experience troubleshooting software, SaaS applications, or other technical systems.
• Experience troubleshooting Windows OS and domain environments Excellent customer service experience
• Strong written and verbal communication 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
• Self-motivated and driven to learn Preferred Experience, Qualifications, and Skills A+ certification (or comparable certification, experience, training, or degree)
• History of exceptional customer service experience scores
• Familiar with structured data file types, SQL, API, scripting, or other back-end automation technologies
• Familiar with accounts payable process or working with accounts payable software

Avid Xchange 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, they’ll tell you our people are at the core of who we are. At Avid Xchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed.

These three mindsets represent our culture – who weare, who we’ve always been, and they guide usto improve every day.

Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,300 teammates working across the U.S., or remotely. Avid Xchange is proud to be Certified™ as a Great 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 Avid Xchange is a Great Place to Work®.

• A go-getter with an entrepreneurial mindset – that meansyou arenot afraid of taking risks,winning 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. Avid Xchange exists to help solve complex problems for our customers so we can all realize our potential.

Avid Xchange teammates (we call them Avid Xers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our Avid Xers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At…