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. 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.

What You’ll 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 We’re Looking For

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.

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. 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 1,500 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 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 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
• 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 
• 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.