Technical Support Specialist

3 weeks ago

Hartford, 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.

#J-18808-Ljbffr

  • Application Support Specialist/General

    1 week ago

    Hartford, United States Optima Global Solutions Full time

    Optima Global Solutions Inc.is a valuable IT Services and Solution provider that customers, employees, and stakeholders feel proud to be associated with. Optima's Intelligent Automation Solutions leverage robotic process automation, intelligent data capture, and business process management best practices to streamline operations. Our IT Services practice...

  • Application Support Specialist/General

    2 days ago

    Hartford, United States Optima Global Solutions Full time

    Optima Global Solutions Inc.is a valuable IT Services and Solution provider that customers, employees, and stakeholders feel proud to be associated with. Optima's Intelligent Automation Solutions leverage robotic process automation, intelligent data capture, and business process management best practices to streamline operations. Our IT Services practice...

  • Operations Support Specialist

    3 weeks ago

    Hartford, United States Citizenship and Immigration Services Full time

    Summary This position is located in Field Operations Directorate, Office of Field Operations, District 11, Hartford Ct Field Office. As an Operations Support Specialist , you will provide a variety of management services essential to the direction and operation of USCIS, assist management in administering policies and procedures, and provide advice...

  • Technical Architect

    1 week ago

    Hartford, United States AXA XL Ltd Full time

    Technical Architect Hartford, CT I Stamford, CT I Morristown, NJ I New York, NY I Exton, PA I USA Canada The Technical Architect role is the lead technologist for a set of products or platforms. We are seeking an experienced Technical Architect with a robust background in the Insurance industry.  The ideal candidate will have extensive experience designing...

  • Technical Architect

    2 days ago

    Hartford, United States AXA XL Ltd Full time

    Technical Architect Hartford, CT I Stamford, CT I Morristown, NJ I New York, NY I Exton, PA I USA Canada The Technical Architect role is the lead technologist for a set of products or platforms. We are seeking an experienced Technical Architect with a robust background in the Insurance industry.  The ideal candidate will have extensive experience designing...

  • Peer Support Specialist

    4 weeks ago

    Hartford, United States ImmaCare Inc. Full time

    **Position Summary**: The Peer Support Specialist is a front-line staff working with our emergency shelter clients. The Peer Support Specialist is to have lived-experience of challenges with homelessness and housing in order to deliver our services in a non-judgmental way. They assist clients by facilitating relationships of understanding and trust between...

  • SNOW ITSM Technical Lead

    2 weeks ago

    Hartford, United States Centraprise Full time

    Must Have Technical/Functional Skills• Experience as a Senior Technical Lead / Architect / Consultant• Experienced in ITIL Process Definition, Integration Solutions, Architecture level configurations.• Experienced in leading at least 3 or more Transformation Implementation projects in ITSM /ITOM /ITAM / Integrations area and complete Implementation...

  • SNOW ITSM Technical Lead

    2 weeks ago

    Hartford, United States Centraprise Full time

    Must Have Technical/Functional Skills• Experience as a Senior Technical Lead / Architect / Consultant• Experienced in ITIL Process Definition, Integration Solutions, Architecture level configurations.• Experienced in leading at least 3 or more Transformation Implementation projects in ITSM /ITOM /ITAM / Integrations area and complete Implementation...

  • Territory Conveyor Component Specialist

    1 week ago

    Hartford, United States Richwood Industries, Inc. Full time

    Job Description Job Description Territory Conveyor Component Specialist Richwood, an established manufacturer of high quality conveyor components, is seeking a full-time Territory Conveyor Component Specialist based in Syracuse or Albany, NY. Self-motivated individuals with a Conveyor ** Construction/Maintenance background are preferred.** This position...

  • Lead Technical Architect

    4 weeks ago

    Hartford, United States Insight Global Full time

    An insurance employer is seeking a Technical Lead to join their team in Hartford on a hybrid basis. The Technical Lead will primarily support the company's Adobe Experience Manager and associated applications. This includes managing the application assets and directing the development efforts. The Technical Lead will partner with the Product Managers,...

  • Admissions Processing Specialist

    2 weeks ago

    Hartford, United States CT State Community College Full time

    Details: Posted: April 23, 2024Level:Community College Professional 15, 12-month, tenure track position.Hours:Full-time, 35 hours per weekClosing Date:The committee will begin review of applications immediately. Applications must be submitted by 5:00pm (EST) on Wednesday, May 22, 2024.Location: CT State Community College**This position is not remote**For...

  • Admissions Processing Specialist

    5 days ago

    Hartford, United States CT State Community College Full time

    Details: Posted: April 23, 2024 Level:Community College Professional 15, 12-month, tenure track position. Hours:Full-time, 35 hours per week Closing Date:The committee will begin review of applications immediately. Applications must be submitted by 5:00pm (EST) on Wednesday, May 22, 2024. Location: CT State Community College **This position is not...

  • Program Specialist

    3 weeks ago

    Hartford, United States Veterans Benefits Administration Full time

    Summary This position is located in the Department of Veterans Affairs, VA Regional Office, reporting to Regional Office Senior Leadership in the locations listed above. The incumbent serves as a Program Specialist responsible for providing performance management and technical support for the regional office HR program. Duties Salary: The salary...

  • Contract Specialist

    3 weeks ago

    Hartford, United States eTeam Full time

    Remote till covid Description Title: Contract Management Specialist is part of our Legal and Commercial Services. Professionals bring innovative ideas to commercial reality with a focus on maximizing value for all parties through a deep understanding of legal, business and commercial risks. We work alongside sales and delivery teams throughout the...

  • PEER SUPPORT SPECIALIST FT: Tues-Sat 3 PM- 11:30 PM

    20 hours ago

    Hartford, United States InterCommunity Full time

    Summary: The Peer Support Specialist provides skill building, engagement, care coordination as part of the Intensive and Intermediate Team. These services are residential- based and involve being in a residential setting and other various inpatient settings. Key Duties: Assist in providing each client access to necessary clinical, medical, social,...

  • Lead .Net Developer

    16 hours ago

    Hartford, United States Bridge Technical Talent Full time

    This is a permanent full time/direct hire role.This is NOT a Corp to Corp role.Technology experience required: VB.Net, PowerShell, SQL Server, XML, JavaScript, CSS Additional Technical experience: AWS (Amazon Web Services) Proficiency in Microsoft office products knowledge of latest strategic technologies, including AWS cloud and data services (EC2, S3,...

  • Lead .Net Developer

    1 day ago

    Hartford, United States Bridge Technical Talent Full time

    This is a permanent full time/direct hire role.This is NOT a Corp to Corp role.Technology experience required: VB.Net, PowerShell, SQL Server, XML, JavaScript, CSS Additional Technical experience: AWS (Amazon Web Services) Proficiency in Microsoft office products knowledge of latest strategic technologies, including AWS cloud and data services (EC2, S3,...

  • Lead .Net Developer

    22 hours ago

    Hartford, United States Bridge Technical Talent Full time

    This is a permanent full time/direct hire role.This is NOT a Corp to Corp role.Technology experience required: VB.Net, PowerShell, SQL Server, XML, JavaScript, CSS Additional Technical experience: AWS (Amazon Web Services) Proficiency in Microsoft office products knowledge of latest strategic technologies, including AWS cloud and data services (EC2, S3,...

  • Autism Spectrum Disorder- Community Support

    4 weeks ago

    Hartford, United States Change Inc Full time

    **Job Title**:Autism Spectrum Disorder - Community Support Specialist **Reports to**:Senior Clinical Program Manager **Purpose**: As an Autism Spectrum Disorder Community Support Specialist, you will provide a range of services to individuals with ASD and their families, including job coaching, life skills coaching, community mentoring, and respite care....

  • Production Supervision Specialist

    3 weeks ago

    Hartford, Connecticut, United States Veolia Water Technologies & Solutions Full time

    Production Supervision Specialist - East HartfordVeolia WTS is looking for a Production Supervisor for it's East Hartford, CT service center. The Production Supervision Specialist provides direction and assistance to Ion-Exchange Regeneration work group in order to meet assigned objectives, production schedules and customer demands. For this role we seek an...