Technical Support Specialist I

AvidXchange, Inc.

. Serve as a customer-facing support specialist managing Tier 1 to Tier 2 inquiries by phone, email, or chat .

Posted 11/4/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical aptitude in troubleshooting software and SaaS applications, with a focus on customer service excellence and effective communication. Capable of managing support inquiries and collaborating with team members to resolve technical issues efficiently.

Highest-signal resume keywords

Troubleshooting SoftwareCustomer Service ExperienceWindows OS SupportA+ CertificationSQL Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportSaaS ApplicationsStructured Data File TypesAPIsScriptingBack-End AutomationAccounts Payable ProcessesTechnical Issue ResolutionCase Management

Soft Skills

Strong CommunicationCritical ThinkingSelf-MotivatedTeam CollaborationTime Management

Certifications & Qualifications

A+ Certification

Industry Keywords

Customer SupportCSATQuality AssuranceProduct TrainingTechnical Systems

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Serve as a customer-facing support specialist managing Tier 1 to Tier 2 inquiries by phone, email, or chat
Troubleshoot and test system components using proven analysis techniques and workarounds
Track support tickets in the case management system and follow them through completion
Collaborate with Level II and Senior Specialists on escalated cases and requests for additional information
Resolve technical issues using critical thinking aligned with customer requests and needs
Provide basic product training and documentation to customers
Meet minimum performance standards for CSAT, quality assurance, and productivity measures
Act as a liaison between representatives and management, sharing ideas and best practices
Resolve simple and some complex technical product issues from opening through closure

Requirements

What you’ll need

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 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
A+ certification or comparable certification, experience, training, or degree preferred
History of exceptional customer service experience scores
Familiarity with structured data file types, SQL, APIs, scripting, or other back-end automation technologies
Familiarity with accounts payable processes or accounts payable software
Must be currently authorized to work in the United States on a full-time basis
AvidXchange does not provide sponsorship for employment-based work visas for this position

Benefits

Comp & perks

18 days PTO
11 holidays (8 company recognized and 3 floating holidays)
16 hours per year of paid Volunteer Time Off (VTO)
Competitive healthcare
High Deductible Health Plan option with $0 monthly premium for teammate-only coverage
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) with counseling, legal and financial consultations, and health advocacy
Onsite Health Clinic with Atrium Health
401(k) match: 100% match on the first 3% of salary, plus 50% match on the next 2%
8 weeks parental leave at 100% pay, subject to eligibility
8 weeks eldercare leave at 100% pay, subject to eligibility
Discounts on pet, home, and auto insurance
Onsite gym fitness center, yoga studio, and basketball court
Gym reimbursements for remote teammates up to $28/month
Tuition reimbursement up to the federal maximum of $5,250
Hybrid workplace flexibility
Free parking
Professional development programs
Work/life balance