Technical Support Analyst - L2

at  Quadient

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.

Your profile

• Current Software Support: Provide comprehensive support for all current Quadient Digital AP (ICA) software to both internal and external customers.
• Ticketing Tool Proficiency: Skilled in using ticketing tools, understanding ticket statuses and processes.
• Ticket Ownership: Take charge of tickets from the L1 team, assess priority and entitlements, ensure accurate product and version details, and offer prompt customer feedback.
• Problem Solving: Analyze problem descriptions, review resources like logs and workflows, replicate customer issues for resolution, and decide if escalation to L3 is necessary.
• Customer Communication: Schedule calls to gather more information or discuss resolutions, maintaining professionalism and exceptional service.
• Issue Escalation: Communicate with L3, Team Lead, and Manager for further issue management.
• Knowledge Base and Training: Write helpful articles, stay updated on features and compliance training.
• Sales Opportunities: Identify and create Trigger opportunities during customer interactions.
• Team and Self-Assessment: Uphold Quadient values, engage in self-assessment, contribute to team goals, and seek process improvements.
• Personal Development: Set and track personal development goals.
• Additional Duties: Perform other required duties as needed.

PREFERRED SKILLS & EXPERIENCE

• Minimum of 2 years technical support experience with Beanworks applications or equivalent experience.
• The L2 will need to have Basic Beanworks/AP application knowledge.
• ICA Technical Support Analyst - L2 (AP) v1.0
• Basic understanding on Database (SQL, Oracle, PostgreSQL) and Hands-on experience with Windows/Linux/Mac OS environments.
• Basics Networking, scripting and knowledge of AWS, Azure and Cloud based apps.
• Knowledge of personalized printing applications, layout and printing is an asset.
• 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-solving skills.

ADDITIONAL SKILLS:

• Location Requirement: Candidates must be located on the West Coast or willing to work West Coast hours
• Technical Skills: Basic knowledge of Beanworks/AP application, databases (SQL, Oracle, PostgreSQL), and operating systems (Windows/Linux/Mac OS). Familiarity with networking, scripting, and cloud platforms like AWS and Azure is beneficial. Understanding of personalized printing applications is an asset.
• Communication and Learning: Must communicate clearly in writing or verbally and quickly learn new technologies to educate others.
• Problem-Solving: Demonstrated ability to think critically and solve problems effectively.
  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.
  Bring your ideas to life. Apply now.

Please refer the Job description for details