Product Support Specialist II

About the role

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.

Responsibilities

• 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.

Requirements

• 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
• 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:
• 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 el

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