Technical Support Analyst- remote CZ

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.
We are seeking for a motivated and skilled ICA Technical Support Analyst - L2 (AR) 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.

• Provide technical support for Quadient ICA YayPay 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.