Product Support Specialist II
Hybrid · Charlotte, North Carolina, United States
Job Summary
The Product Support Specialist II serves as a key liaison within the Relationship Management team, handling Tier 2 inquiries via phone, email, and chat, performing advanced technical troubleshooting, coordinating with leadership and cross-functional teams, and producing documentation and training materials to support customers and internal teams. Responsibilities include troubleshooting complex system issues, testing solutions, implementing workarounds, escalating complex cases, managing case tickets, analyzing feedback for product improvements, contributing to CSAT/QA/productivity goals, and modeling company core values while mentoring less experienced staff. Preferred qualifications include a university degree or equivalent experience, and certifications such as A+. The role operates within AvidXchange’s hybrid workplace flexibility and is based in Charlotte, NC, or remote within the U.S., with a culture focused on growth, collaboration, and customer obsession.
Required Qualifications
- 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
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