Responsibilities:
Provide frontline technical support to customers via phone, email, or chat, addressing inquiries related to software, hardware, network, and other IT-related issues. Troubleshoot and resolve technical problems efficiently and accurately, escalating issues to appropriate teams when necessary. Document all customer interactions, including details of inquiries, troubleshooting steps taken, and resolutions provided, in our ticketing system. Assist customers with account setup, password resets, and access issues for various systems and applications. Collaborate with other teams, including IT specialists and engineers, to resolve complex technical issues and ensure timely resolution. Continuously update knowledge base articles and documentation to improve the efficiency of support processes and empower customers to resolve common issues independently. Proactively identify trends in customer inquiries and technical issues to anticipate and prevent future problems. Provide exceptional customer service by ensuring timely and effective communication, managing customer expectations, and following up to ensure satisfaction with resolutions provided. Participate in ongoing training and professional development activities to enhance technical skills and knowledge of company products and services. Adhere to established service level agreements (SLAs) for response times, resolution times, and customer satisfaction metrics.
What we are looking for:
High school diploma or equivalent; Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Prior experience in a customer service or technical support role, preferably in an IT or helpdesk environment. Strong technical aptitude and ability to quickly learn and understand new technologies and systems. Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to non-technical users. Exceptional problem-solving skills and the ability to think analytically to troubleshoot and resolve technical issues. Familiarity with ticketing systems and remote support tools is preferred. Customer-focused mindset with a passion for delivering outstanding service and support. Ability to work efficiently in a fast-paced environment, prioritize tasks effectively, and manage time efficiently. Strong teamwork and collaboration skills, with the ability to work effectively both independently and as part of a team. Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are a plus.
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, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working across the U.S., or remotely. AvidXchange 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 AvidXchange is a Great Place to Work®.
Who you are:
- A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.
- Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
- Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
What you’ll get:
AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded 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, competitive benefits and equity options. 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 you’ll tell for years, you’ve come to the right place.
AvidXers enjoy:
- 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
- 401k Match up to 4%
- Parental Leave: 8 weeks 100% paid by AvidXchange**
- Discounts on Pet, Home, and Auto insurance
- BrightDime Financial Wellness Tool, offered free to teammates
- 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
*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.
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What We Do
AvidXchange is the accounts payable automation industry leader for mid-market businesses serving more than 5,550 customers & 400,000 suppliers nationwide.
