Digital Technical Support Analyst L2

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:

As a Technical Support Analyst, you will support all current Quadient ICA Inspire Software for both internal and external customers. Your ability to analyze, troubleshoot, and effectively communicate solutions is key to your role. You will use your understanding of technical systems to manage tickets, respond to customer inquiries, and contribute to improvements within the team.

Essential Responsibilities & Duties:

• Provide support for all current Quadient ICA Inspire Software to both internal and external customers.

• Proficiently use ticketing tools and understand ticket statuses and processes.

• Take ownership of tickets from the L1 team, verify product details, prioritize issues, and provide prompt feedback to customers.

• Troubleshoot problems by reviewing logs, workflows, and replication steps.

• Analyze and evaluate incident tickets, replicate issues in-house, and decide on the necessity of L3 escalation.

• Schedule calls to gather more information or discuss resolutions, ensuring thorough communication.

• Write Knowledge Base articles to aid the team and stay updated on new features and compliance training.

• Identify and create opportunities for service enhancement when engaging with customers.

• Uphold and promote Quadient values, contribute to team KPIs, and engage in continuous professional development.

Preferred Skills & Experience:

• At least 2 years of technical support experience with Inspire applications or a similar environment.

• Basic knowledge of CXM/CCM applications.

• Understanding of databases (SQL, Oracle, PostgreSQL) and proficiency with operating systems (Windows/Linux/Mac OS).

• Fundamental networking and scripting skills; familiarity with cloud platforms like AWS and Azure.

• Experience with personalized printing applications is advantageous.

• Strong communication skills, capable of conveying complex information in writing and verbally.

• Quick learner, able to grasp new technologies and teach others.

• Demonstrated problem-solving abilities and critical thinking.

Professional Development:

• Engage in ongoing training and development to enhance skills and adapt to new technologies and processes.

• Actively participate in team meetings and contribute to process improvements.

This position has a salary range of $43,400.00 - $55,000.00 - Quadient CXM Canada, Inc. and Quadient Canada, Ltd. have standard ranges for all Canadian - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

 
Rewards & 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 diverse 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.  
Be yourself at Quadient  
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community.  They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice. 
We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com  
Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.  
*This includes being an Affirmative Action Employer in the United States.  
People. Connected.