Deliver mid- to advanced-level technical support for hardware, software, networking, and Quadient product issues through phone, email, Teams, and screen-share assistance.
Troubleshoot complex scenarios by leveraging problem-solving skills, technical knowledge (PCB, schematics, power/voltage), and creative workarounds to resolve issues efficiently.
Manage technical escalations, mentor Level 2 Support Associates, and contribute to knowledge base articles and technical documentation.
Coordinate and oversee third-party technicians, ensuring clear communication with end users, accurate billing, and a seamless service experience.
Maintain exceptional customer care, uphold Quadient’s EPIC values, and ensure accuracy in all communications, processes, and procedures.
Collaborate with Product Engineering and cross-functional teams while staying proficient in department systems such as Salesforce, Workday, ServiceMax, MyQuadient, and internal knowledge tools.

Requirements

Associate’s degree in Computer Information, Electronic Technologies, or a related field preferred, plus 5+ years of experience troubleshooting and repairing hardware/software solutions.
Strong electro-mechanical knowledge with the ability to diagnose complex electronic issues, interpret schematics/PCB boards, and create effective technical workarounds.
Certifications such as A+ or Network+ preferred, along with proven time-management skills, independent decision-making, and a continuous-learning mindset.
Excellent communication and documentation skills, including experience with technical writing and cross-functional collaboration.
Proficiency with Microsoft Windows and Office applications, plus familiarity with tools such as Salesforce, ERP/CRM systems, SAP, ServiceMax, Oracle, CPQ, OLS, and Talkdesk.
Strong customer service background. Knowledge gaps can be filled.

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingtechnical supportelectro-mechanical knowledgediagnosing electronic issuesinterpreting schematicscreating technical workaroundsrepairing hardwarerepairing softwareproblem-solvingtechnical writing

Soft Skills

customer servicecommunicationdocumentationtime-managementindependent decision-makingcontinuous-learningmentoringcollaborationclear communicationorganizational skills

Certifications

A+Network+