Technical Support Analyst

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.

Are you someone who likes to use your problem-solving skills to overcome technical challenges?

Do you have the responsiveness, empathy, commitment, and desire to give back the best customer experience someone has ever had?

We’re looking for a Technical Support Analyst to join our team in Cyberjaya, Malaysia. Read on for more information…

Your role in our future

You’ll report into Lenka Pritchard – Service Delivery Manager QMS, and you’ll join a team providing application support both internally and externally for international customers who are using our Customer Experience Management (CXM) solution.

Unlike many technical support roles where there are many processes and procedures to follow, this role will make you think and you’ll need to be inquisitive, asking questions such as; Why is the application doing this or, why am I seeing this? It’s a role where you’ll have a great opportunity to learn.

You will manage 1st level technical support for our customers, providing basic troubleshooting through to resolution, and escalating issues that require further management to the 2nd level support team

You can expect a lot of training, particularly at times when there are not so many tickets to work on, and you will have a buddy in the Czech Republic who will support and guide you when you join us. You will undergo initial training and will need to have requested ‘Inspire’ certifications completed within first 6 months.

Your role offers you good opportunities for growth, you can become a senior within 2 years and there is a pathway to level 2 support.

You will be provided with a company laptop and headset, and you will receive a standard salary plus shift allowance, and reimbursement of parking fees at the office

Your role involves working on a 3 shift pattern – 2 mornings, 1 afternoon, 1 night. These will be rotated monthly and you will be on call for 1 weekend each month. You will work on a hybrid basis, being based from our office on a Tuesday and Wednesday when working the morning shift.

Your profile

Attention to detail, the willingness to get involved, and anticipation of needs, requires you to have an enthusiastic nature, imagination, and genuine respect for people. We’re dedicated to providing the best level of customer service that attracts, maintains, and wins loyalty and recommendations. If you possess these qualities, you’ll shine here!

• You can demonstrate excellent communication skills in in both verbal and written form, and you can communicate clearly and successfully and/or explain over the phone/web-screen session.
• You are technically minded and can learn new technology quickly, and then to teach others.
• You can demonstrate critical thinking and problem-solving skills.
• You’re an excellent team player, you collaborate with your colleagues. You are personable and confident in communicating in both verbal and written English.
• You demonstrate creative problem-solving approach and you like to get stuck in. You are proactive and take the initiative when you see an opportunity to improve processes and performance.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Help shape the future of customer communications. Apply now.

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.

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 [email protected]

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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