L1 Support Analyst

Join Quadient, a company dedicated to supporting businesses in their digital transformation and growth journey. As an L1 Support Analyst, you will be responsible for assessing, prioritizing, and assigning customer cases to the appropriate support team, with a focus on providing exceptional customer experience. Strong communication skills and a willingness to learn are essential for this role.

• Assurer que les cas clients d'ICA sont correctement évalués, priorisés et assignés à l'équipe de support appropriée.
• Identifier le logiciel Quadient ICA affecté et travailler avec l'outil de billetterie pour comprendre les statuts et les processus.
• Fournir un dépannage de base jusqu'à la résolution et répondre de manière professionnelle aux clients.

• 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.

Additional Information

• 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

**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.**