Senior Product Support Specialist

| Charlotte, NC
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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 that works here, they'll tell you our people are at the core of who we are. We are all entrepreneurs who love to innovate and win with a passion for serving our customers. While we take personal ownership of our everyday work, we recognize that we only win as a team.

Since our founding in 2000 in Charlotte, NC, we've created a company of over 1,600 teammates working in one of our 7 offices across the U.S., or remotely. But we're building more than a tech company - we're 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.

JOB OVERVIEW

The Senior Product Support Specialist is an integral member of the Relationship

Management team, functioning as a liaison between representatives and management,

(management defined as Team Leader/Manager) sharing ideas and best practices. This

position is expected to demonstrate excellence in customer service by providing timely

and efficient resolution to client product and technical need, while also representing the

team in a variety of stakeholder and leadership meetings.

JOB RESPONSIBILITIES
• Performs Tier 1 to Tier 3 duties. May take lead in the absence of a Product Team

Leader in managing in point of contact for problem resolution and customer de-

escalation.
• Triages case queues to ensure appropriate team/department delegation and

prioritization for critical issues.
• Trouble-shoots components of systems using proven techniques for analysis and

workarounds.
• Ability to coordinate reported cases and works closely with Dev Ops, Technology,

Customer Advocacy and other teams to expedite issues for fast problem resolution.
• Acts as subject matter expert and takes lead for team member questions and case

assistance.
• Takes ownership of critical inquiries (e-mail/voicemail) and ensures

delegation/prioritization in their assigned group.
• May assist in team growth through interview processes with Team Leaders and Managers. • Assist with new hire onboarding (IT/Content training/arranging shadowing) and leads coordination of training process for new hires (scheduling and needed adjustments). • Assists in improving team productivity and morale through team challenges, teambuilding, communication and recognition. • Participates and designs inter-departmental information sessions.

EXPERIENCE, QUALIFICATIONS & SKILLS

Required Experience, Qualifications, and Skills
• A minimum of 4 years previous Service or Product Technician experience
• A minimum of 2-4 years of experience troubleshooting proprietary software
• Strong communication skills with the ability to articulate technical concepts and API

languages

Preferred Experience, Qualifications, and Skills
• Typically requires a University Degree or equivalent experience and minimum 5

years of prior relevant experience
• Bachelor's degree or equivalent work experience
• A minimum of 1 year of previous experience within the Customer Care department as a Product

Technician II
• Understanding setup of our software, business application as well as our products

and accounting systems
• Works effectively in a fast-pace environment
• Solid methodical trouble-shooting skills
• Ability to priorities daily tasks
• Exceptional customer service experience scores
• Strong productivity and quality assurance
• Self-motivated
• Positive and helpful
• Acts as change agent
• Great team player

Equal Employment Opportunity

AvidXchange is an equal opportunity employer.AvidXchange is committed to equal employment opportunity in accordance withapplicable federal, state, and local laws. AvidXchange will not discriminateagainst applicants for employment on any legally recognized basis. Thisincludes, but is not limited to veteran status, race, color, religion, sex,sexual orientation, gender identity, gender expression, national origin, ageand physical or mental disability.

Other details
  • Job Family Customer Service and Operations
  • Job Function Customer Service
  • Pay Type Salary
  • Employment Indicator Professional

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More Information on AvidXchange
AvidXchange operates in the Software industry. The company is located in Charlotte, NC, Somerset, NJ, Pembroke, MA, Houston, TX, Columbus, MS, Birmingham, AL and Sandy, UT. AvidXchange was founded in 2000. It has 1300 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 45 open jobs at AvidXchange, click here.
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