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.
We are seeking for a motivated and skilled Technical Support Analyst - L2 to join our team. This role focuses on managing application-related issues for AR customers, aiming to deliver an exceptional customer experience. You’ll play a pivotal role in resolving customer concerns, escalating issues when needed, and maintaining high standards of technical support.
Your role in our future:
- Provide technical support for Quadient CXM software to both internal and external customers.
- Work with ticketing tools to manage and resolve support tickets efficiently.
- Take ownership of tickets from L1 support, assess priorities, verify product details, and provide prompt resolutions.
- Analyze and replicate customer issues in-house to determine appropriate solutions or escalate to L3 support if necessary.
- Conduct calls with customers to gather information or discuss resolutions.
- Document knowledge base articles and stay up to date with new features and mandatory compliance training.
- Identify and create opportunities for improvement during customer interactions.
- Actively engage with the team to achieve KPIs, provide feedback, and suggest process improvements.
- Set and track personal development goals while supporting team growth and objectives.
Your profile:
- Experience with technical support is a plus.
- Basic knowledge of database management (SQL, Oracle, PostgreSQL).
- Experience with Windows/Linux/Mac OS environments.
- Basic understanding of networking, scripting, and cloud-based apps (e.g., AWS, Azure).
- Strong written and verbal communication skills.
- Demonstrated critical thinking and problem-solving abilities.
- Ability to learn new technologies quickly and teach others effectively.
Turn your passion into performance. 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, 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 [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.
Top Skills
What We Do
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on three key solution areas, Intelligent Communication Automation, Parcel Locker Solutions and Mail-Related Solutions, Quadient helps simplify the connection between people and what matters.
Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence.
Because connections matter.
