Product Support Specialist

Join Quadient, a leading company in digital transformation and automation processes. As a Product Support Specialist, you will troubleshoot technical issues, support internal teams and customers, and help improve team processes. This role requires strong technical troubleshooting skills, experience with ticketing or CRM systems, and the ability to work in a fast-paced environment.

• Fournir une assistance technique et un support pour les cas entrants, les questions et les problèmes liés aux systèmes de casiers de colis et aux logiciels de support.
• Surveiller les cas et les files d'attente de support pour s'assurer que les problèmes urgents et prioritaires sont traités rapidement.
• Prendre en charge de manière proactive les problèmes urgents, d'impact élevé et récurrents, et servir de point d'escalade pour les équipes de support internes.

• 4+ years of IT, technical support, help desk, product support, or related experience.
• Strong technical troubleshooting skills with the ability to diagnose hardware, software, network, and system issues.
• Experience working with ticketing or CRM systems; Salesforce experience is a plus.
• Experience with troubleshooting APIs
• Working knowledge of Linux-based systems.
• Working knowledge of Windows 10/Windows-based systems.
• Ability to read logs, identify patterns, and document findings clearly.
• Experience supporting connected devices, kiosks, lockers, IoT systems, or field-deployed hardware is a plus.
• Strong written and verbal communication skills.
• Ability to prioritize urgent issues while continuing to manage a regular case workload.
• Ability to work independently and learn new systems quickly.
• Comfortable working in a fast-paced environment with shifting priorities.
• Strong attention to detail and commitment to documenting work accurately.
• Ability to collaborate with peers, managers, and cross-functional teams.

**Ideal Candidate Skills**

• Excellent customer service mindset.
• Positive, supportive, and team-oriented attitude.
• Strong analytical and systematic troubleshooting ability.
• Comfortable serving as a point of escalation for complex technical issues.
• Familiarity with locker systems, kiosks, APIs, databases, VPN/network troubleshooting, or device management.
• Advanced knowledge of Linux preferred.
• Advanced knowledge of Windows 10 preferred.
• Exposure to AI tools and a willingness to use them to improve workflows.
• Ability to create clear documentation, training guides, and Knowledge Base articles.
• Ability to identify repeat issues and recommend process or product improvements.
• Strong ownership mentality with the ability to follow issues through to resolution.
• Comfortable working with multiple product lines and support verticals.

**Preferred Qualifications**

• Salesforce CRM experience.
• Experience supporting parcel lockers, smart lockers, kiosks, access control systems, or similar connected hardware.
• Experience with remote troubleshooting tools.
• Basic understanding of APIs, databases, logs, and network connectivity.
• Experience working with field technicians or operations teams.
• Experience creating internal training documentation or support playbooks.
• Experience mentoring or assisting Level 1 support representatives

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

​​Turn your passion into performance. Apply now.​

#LI-NB1

Additional Information

This posting is for an existing vacancy. We use AI‑enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.

**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 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**
At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.

**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 <[email hidden]>

*Quadient is an Equal Employment Opportunity Employer. \*: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.*

**People. Connected.**