Note: The job is a remote job and is open to candidates in USA. Quadient supports businesses in their digital transformation and growth journey through secure and sustainable automation processes across digital and physical channels. The ICA Technical Support Analyst - L1 assesses, prioritizes, and assigns customer cases while providing basic troubleshooting, effective communication, and escalation support for ICA software products.
Responsibilities
- 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
Skills
- 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
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 our Empowered 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.
- Smart Work at Quadient offers flexibility based on role requirements, including on-site, hybrid, or remote work environments.
Company Overview
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