Technical Support Specialist

1 month ago

Remote, Oregon, United States Quadient Full time

Position - Technical Support Specialist (AKA as Tier 1.5 Support Specialist)

Location - Remote (preference for Central and Eastern time zones)

About our role:

This position supports Quadient's Mail-Related Solutions (MRS) and Parcel Locker Solutions (PLS) products and cloud solutions services for end users. Requires the ability to independently assess each interaction with our internal and external customers, and to effectively prioritize and follow up afterwards. In short, the Tier 1.5 Support Specialist is responsible for handling escalated inbound inquiries from internal/external customers, dealers, and field service offices. They provide Level 2 advanced product technical support that require next level proficiency of our hardware, software, and cloud base solutions.

Calls offered will require dynamic problem resolution through troubleshooting, review and explanation of contractual agreements, in addition to other personalized solutions. A successful Tier 1.5 Support Specialist must have a comprehensive knowledge of computer hardware, software, applications, and operating systems. The ideal candidate will use a consultative approach to troubleshooting and possess a meticulous attention to detail. Calls will be resolved over the phone, chat, or remote connection to protect Quadient revenue and customer satisfaction.

Our top-notch Tier 1.5 Support Specialists are highly emotional intelligent, possess the initiative to seek and embrace change, passionate about helping others, remain flexible/adaptable as the business needs require, proficient in problem-solving, able to improve the company by establishing and achieving goals, use a style of communication that is open and honest, and represent our organizational core values in every interaction.

What does a Technical Support Specialist do?

  • Provide Level 2 resolution when troubleshooting Quadient MRS and PLS products and their embedded software and hardware.
  • Use various software programs/portals to assist customers while properly documenting information relative to the case.
  • Perform advanced troubleshooting to diagnose and resolve complex problems across networks and multiple systems.
  • Assist the customer's IT department to help resolve connection issues.
  • Maintain records/logs of repair and fixes.
  • Interact professionally with internal and external areas to resolve issues accordingly.
  • Respond to voicemails, emails, chats, and other digital communications in a clear and concise manner that is timely based on the urgency of the request. Make calls and attend meetings with stakeholders at both the client and exective level to assist in communication and in resolving issues.
  • Identify defects and escalate to next level for problem resolution if necessary.
  • Exercise judgment and discretion in the completion of daily tasks and interactions with customers.
  • Partner with the managers, supervisors, and fellow team members to ensure full preparation to work efficiently and effectively.
  • Take every opportunity to exceed the expectations of both internal and external customers.
  • Embrace learning and feedback for continuous improvement.
  • Accomplish additional tasks, duties, or projects assigned by the management team based on the needs of the business.
  • Be able to meet and exceed established KPI metrics and follow a set schedule predetermined by management team.
  • Demonstrate the commitment to customer retention and teamwork globally.
  • Meet all Service Level Agreements (SLAs) and Objectives and Key Results (OKRs) as defined.

What it takes to be a Successful Technical Support Specialist ...

  • High School Diploma or equivalent (GED) is required.
  • Preferred associates degree in information technology or closely related field and/or at least 3-5 year of experience in troubleshooting, repairing cloud base solutions and digital apps.
  • Preferred three plus (3+) years experience or equivalent troubleshooting and repairing complex software or hardware systems.
  • Comfortable working with network systems and how they integrate with external systems.
  • Excellent written and verbal communication ability including de-escalation of issues and managing a pathway to resolution.
  • Outstanding organizational and time management skills.
  • Competency in Digital, SaaS, and Cloud solutions.
  • Competency in Embedded and PC Operating Systems, Network Connectivity and Security.
  • In depth understanding of Quadient hardware/software products and services including Parcel Lockers.
  • Proficiency in advanced hands-on and remote troubleshooting.
  • Familiarity with the following systems: Salesforce, ServiceMax, and Talkdesk.
  • Must be able to multi-task in a high-volume, fast-paced environment.
  • Advanced computer skills including competency executing UNIX terminal commands and SQL.
  • Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, Teams, etc.).
  • Reliable high-speed internet connection. (+200Mbps download /+20Mbps upload recommended)
  • Ability to work in a remote environment with minimal noise and distractions while able to consistently produce measurable results.
  • Familiarity with basic TCP/IP and networking concepts.

**This role is budgeted for $25/hr**

This position has an hourly pay range of:

$20.14-$30.24

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

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