Technical Support Specialist

1 month ago

Charleston, United States Quadient Full time

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .

People-powered

Quadient helps people connect with what matters, thanks to solutions that enable our customers to create meaningful and personalized interactions. Want to commit your talent to an organization that truly values your contribution? Looking for a place where you can be a game changer, innovate, and unleash your true potential? We call it: The Power Of You .

This role is part time 20 hours a week

Your role in our future:

The ICA Technical Support Analyst - Level 1 (L1) is responsible for ensuring ICA customer cases are properly assessed, prioritized, and assigned to the appropriate Support team, with an overall goal of providing exceptional customer experience.

The Technical Support Analyst - L1 role requires strong communication skills. The candidate must be open-minded, flexible, and able to learn the basics of the ICA product offerings. The L1 analyst will need to complete 1 Overview ICA certification for the various applications within the first 6 months of starting the role.

Your profile:

  • Successfully identify which Quadient ICA Software (Flex and Evolve, IDA, AR, AP) product is affected.

  • Able to work with the ticketing tool and have a good understanding of the ticket statuses and processes.

  • Proper understanding of thepriority and verify the correct entitlements and ensure that the product and version are populated in the support ticket, assign this case to the correct team so further help/troubleshooting can be provided.

  • Understand the problem description and ensure all required documents are provided such as logs, workflows, steps of replication, etc.

  • Provide basic troubleshooting to resolution.

  • Respond professionally and always communicate effectively to customers providing exceptional friendly service.

  • Communicates and/or escalates issues to L2, Team Lead and/or Manager for issues or items that require further management.

  • When engaging with customers, identify and create Trigger opportunities.

  • Living and upholding the Quadient values, submitting Cheers to Peers, staying engaged and providing feedback or suggestions to process improvements.

  • Review and keep track of the Team KPI and self-assess personal performance and help other colleagues in meeting the team goal.

  • Create and track personal development goals.

  • Other duties as assigned and/or needed.

  • The L1 will need to have 1 OverviewICA application certification completed within first 6 months.

  • Must be able to communicate in writing clearly and successfully and/or explain over the phone/web-screen session.

  • Ability to learn new technology quickly and then to teach others.

  • Demonstrated critical thinking and problem-solvingskills.

This position has an hourly pay range of:

$14.62-$21.92

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.

Rewards & Benefits

Flexible Work : Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing : Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.

People. Connected.

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