ICA Technical Support Analyst L2

at  Quadient

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Quadient is a global leader in customer communication solutions. With over 100 years’ of experience and still going strong, we aim to be the driving force behind the world’s most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career – and help our future-focused team lead the way.
The ICA Technical Support Analyst - L2 (AR) is responsible for managing AR customer application issues to resolution, with the overall goal of providing an exceptional customer experience.
This role requires strong communication and technical skills. The candidate must be open-minded, flexible, a strong team player, and solution-oriented. The L2 analyst will need to achieve Basic YayPay application certifications within the first 6 months of starting this role.

• Successfully support all current Quadient ICA YayPay Software and provide support to both internal and external customers.
• Utilize the ticketing tool effectively, understanding ticket statuses and processes.
• Take ownership of tickets assigned by the L1 team, understand the priority and entitlements, verify the correct product and version, and provide prompt feedback to customers.
• Understand the problem description, review provided resources (logs, workflows, steps of replication), and troubleshoot to resolution.
• Collect information to analyze and evaluate problem/incident tickets, successfully replicate customer issues in-house, and determine if further escalation to L3 is needed.
• Schedule calls with customers to gather further information or discuss any provided resolution.
• Respond professionally and communicate effectively with customers, providing exceptional friendly service.
• Communicate and/or escalate issues to the L3, Team Lead, and/or Manager for further management.
• Write knowledge base articles to help the team and stay updated with new feature courses (EKP certifications). Stay current on mandatory global compliance training.
• Identify and create Trigger opportunities when engaging with customers.
• Uphold Quadient values, submit Cheers to Peers, stay engaged, and provide feedback or suggestions for process improvements. Review and track Team KPI and self-assess personal performance, assisting colleagues in meeting team goals.
• Create and track personal development goals.
• Perform other duties as assigned and/or needed.