Find Technical Support Specialist Job in Kennesaw, Galicia | Snaprecruit

As a Tier 2 Technical Support Specialist, you will use critical thinking and problem-solving skills to manage complex end-user support calls on Mid to High volume Mailing machines, Document Handling machines and Shipping Solutions software. Responsible for answering inquiries via telephone, email and for processing and tracking orders utilizing our internal ordering system.

Requires the ability to independently assess each interaction with our internal and external customers, and to effectively prioritize and follow up afterwards. Demonstrates the ability to work with limited supervision and adhere to office policies and procedures.

ESSENTIAL DUTIES / RESPONSIBILITIES:

• Provide mid to advance level technical support to customers, Field Service, Sales, and Marketing via phone, email or other means of direct communication.
• Maintain a high level of customer care while demonstrating a cooperative and friendly attitude.
• Assist in creating and writing technical documents.
• Work effectively within a team driven environment
• Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify the problem, and offer inventive workarounds in dynamic and challenging situations.
• Communicate regularly with the assigned Product Engineer & the entire team.
• Primary tech support for processing certain RMAs on the mid to high volume Mailing machines, Document Handling machine and Shipping Solutions
• Confirm accurate information from the technician at the time the service and provide accurate troubleshoot steps.
• Provide phone support to the end-users on hardware, software, general use, questions, and network-related problems and provide screen share support, if necessary
• Detailed understanding of TCP/IP, VoIP, and firewall concepts and protocols and not to resolve network issues and authentication.
• Provide SQL / database support to customers data files by evaluating and writing SQL scripts and extract data to repair the files as needed.
• Understanding of power management, voltage regulation and the ability to diagnose and troubleshoot complex analog and digital electronic circuit issues.
• Read, interpret and diagnose problems with PCB boards also understand schematics and wiring diagrams for equipment.
• Responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of Tier 1.5 Agents
• Providing training and guidance to Tier 1/1.5 support and customers on technical issues.
• Contributing to the development of knowledge base articles and support documentation.
• Provide exceptional customer satisfaction in every interaction with our internal and external customers by exhibiting Our EPIC Values.
• Must be able to communicate technical solutions to customers and team members.
• Ensure the delivery of processes and procedures are accurate when communicating with external and internal customers.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Knowledge of Quadient products
• Utilize and remain proficient in other department applications used (i.e. Knowledgebase website, Atlas, MyQuadient, Workday, Salesforce, ServiceMax etc.)
• The position of Tier 2 Support Specialist performs duties specific to the position and any other functions that may be required by Management.

WHAT YOU BRING

• Associates Degree in Computer Information/Electronic Technologies and/or at least five years professional experience
• Professional phone demeanor and presence
• Excellent interpersonal skills
• Strong electro/mechanical skills and aptitude.
• A+ Certified and/or Network+ desired
• Demonstrated success in working with people in establishing goals and objectives.
• Strong communication and collaboration skills
• Experience in providing technical support.
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.
• Perform multiple tasks simultaneously, including handling interruptions, and return to the and complete tasks in a timely manner.
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.
• Must be able to multi-task in a high-volume, fast-paced call center environment.
• Intermediate to advanced computer skills.
• Ability to easily adapt to and learn new technologies.
• Maintain important records efficiently and accurately.
• Maintain confidentiality of information processed or prepared.
• Perform duties and responsibilities independently.
• Establish and maintain effective working relationships with other Quadient employees, management personnel.
• Call Center background or customer service background a must.
• Thorough knowledge of Microsoft Operating Systems
• Experience or knowledge of the following systems is ideal: CPQ, SAP, Salesforce, CRM, Atlas, ERP, ServiceMax, OLS, Oracle, and Talkdesk
• Fluent in English and French languages would be a plus.
• Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, etc.).

This position has a salary range of:

$75,000.00 - $112,500.00

Quadient, Inc. has standard ranges for all U.S. - 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.

Our Benefits Overview:

Company subsidized Medical, Dental, and Vision Insurance

• 401(k) Retirement Plan with Strong Company Match
• Life & Disability Insurance Company Sponsored
• Paid Vacation, Sick Leave and 12 Company Holidays
• Career & Leadership Development
• Tuition Reimbursement Program
• Company Sponsored Groups

About Quadient:

At Quadient, we exist to help organizations simplify the connection between their customers and what matters most. From mortgage approvals, medical results, and insurance claims, to accounts receivables, invoices and inbound packages. Quadient has been helping customers since 1924. (Thats right, almost 100 years!). We are the driving force behind the worlds most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Every day - we help companies manage over 788 million connections with their customers. Our award-winning solutions and best in class customer service are the reasons we have grown to become the driving force behind the worlds most meaningful customer experiences. Because connections matter!

We want Quadient to be a place where we are all able to bring our whole selves to work and where our differences are embraced and celebrated. We operate in diverse areas, cultures and communities; our customers are as unique as we are. Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They make us EPIC. Together.

The above position statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Quadient does not accept unsolicited resumes from headhunters, recruitment agencies or fee-based recruitment services. Please do not forward resumes to our jobs alias, Quadient employees or any organization location. Quadient is not responsible for any fees related to unsolicited resumes.

Quadient is an Equal Opportunity Employer, and all qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.

If you need assistance with the application process, please email us at US.LOA.Accomodations@quadient.com.