Technical Support Team Lead

Job Overview

The Technical Support Team Leader is an integral member of the AvidXchange Service & Fulfillment Operations team, leading a team of multi-tiered Product Support Specialists on all daily operations. This position is expected to ensure the team is providing timely and efficient resolution to client product and technical needs. A Team Leader is also responsible for the growth and development of direct reports and ensuring the team is creating an exceptional customer experience. A Technical Support Team Leader is also responsible for pushing self and others to achieve pre-set results that are critical to current performance and future growth and development.

Job Responsibilities

• Manages day-to-day operations of Product Support Specialist teams with Tier 1 to Tier 3 duties and responsibilities to include case triage and appropriate team/department delegation and prioritization of critical issues.
• Primary point of contact in de-escalation of customers and oversees troubleshooting components of systems using proven techniques for analysis and workarounds. Partners with Senior Specialists for resolution or next steps.
• Team Leader role will have direct reports, documenting and conducting all performance conversations to include monthly scorecards, mid-year, and annual performance reviews.
• Team Leader will be responsible for all personnel issues to include record-keeping and works directly with Manager and Talent as needed for people development, performance management, behavioral, hiring, onboarding and termination decisions.
• Communicates and escalates product and technical issues to Incident Management and other technical teams as outlined in escalation guidelines.
• Coordinates reported cases from team and ensures Techs work closely with Dev Ops, Technology, Customer Advocacy, and other teams to expedite issues for fast problem resolution.
• Delivers consistent reporting & team empowerment for outstanding product and technical issues and discrepancies.
• Manages daily performance dashboards and ensures productivity is met at team and individual levels.
• Responsible for coordination of new hire onboarding (IT/Content training/arranging shadowing).
• Reviewing training material for accuracy and efficiency, partnering with L&D.

Required Experience, Qualifications, and Skills

• 3+ years of experience troubleshooting proprietary software.
• A+ certification (or comparable certification, training, or degree) preferred, not required.
• Strong verbal and written communication skills with the ability to articulate technical concepts to non-technical audience.
• Understanding setup of our software, business application of our products and accounting system integrations.
• Works effectively in a fast-paced environment.
• Must be driven, self-accountable, reliable, and comfortable making difficult decisions.

Preferred Experience, Qualifications, and Skills

• 2+ years previous Service or Product Technical Support Experience at AvidXchange.
• Bachelor's degree or equivalent work experience.
• Experience mentoring, and training.
• Familiar with XML and/or SQL.
• Proven problem-solving skills.
• Excellent time management.
• Collaboration across multiple teams and departments.
• Strong attention to detail.
• Excellent interpersonal skills.
• Technical writing experience.

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. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. 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 1,600 teammates working in one of our 5 offices 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 publicly traded 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, competitive benefits and equity options. 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
• Retirement 401k Match up to 4%
• Parental Leave: 8 weeks 100% paid by AvidXchange***
• Discounts on Pet, Home, and Auto insurance
• BrightDime Financial Wellness Tool, offered free to teammates
• 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

**Charlotte location only

***Must be full-time for at least 3 months

****Charlotte location only

*****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.

Other details

• Job Family Customer Service and Operations
• Job Function Customer Service
• Pay Type Salary
• Employment Indicator Management

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