L1 Support Analyst

Company Description

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.

The ICA Technical Support Analyst - L1 is responsible for ensuring ICA customer cases are properly assessed, prioritized, and assigned to the appropriate Support team, with an overall goal of providing exceptional customer experience.

The Technical Support Analyst - L1 role requires strong communication skills. The candidate must be open-minded, flexible, and able to learn the basics of the ICA product offerings. The L1 analyst will need to complete 1 Overview ICA certification for the various applications within the first 6 months of starting the role.

• Successfully identify which Quadient ICA Software (Flex and Evolve, IDA, AR, AP) product is affected.
• Able to work with the ticketing tool and have a good understanding of the ticket statuses and processes.
• Proper understanding of the priority and verify the correct entitlements and ensure that the product and version are populated in the support ticket, assign this case to the correct team so further help/troubleshooting can be provided.
• Understand the problem description and ensure all required documents are provided such as logs, workflows, steps of replication, etc.
• Provide basic troubleshooting to resolution.
• Respond professionally and always communicate effectively to customers providing exceptional friendly service.
• Communicates and/or escalates issues to L2, Team Lead and/or Manager for issues or items that require further management.
• When engaging with customers, identify and create Trigger opportunities.
• Living and upholding the Quadient values, submitting Cheers to Peers, staying engaged and providing feedback or suggestions to process improvements.
• Review and keep track of the Team KPI and self-assess personal performance and help other colleagues in meeting the team goal.
• Create and track personal development goals.
• Other duties as assigned and/or needed.

• Strong written and verbal communication skills, including the ability to explain issues over phone or web-screen sessions.
• Strong critical-thinking and problem-solving skills.
• Ability to learn new technology quickly and share that knowledge with others.
• Open-minded, flexible, and willing to learn the basics of Quadient ICA product offerings.
• Ability to provide basic technical troubleshooting and understand customer support issues.
• Willingness and ability to complete 1 Overview ICA application certification within the first 6 months of employment.

• The L1 will need to have 1 Overview ICA application certification completed within first 6 months.
• 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.
• Must be able to work in Central or Western timezone.

• 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 our Empowered Communities and engage in our Philanthropy…