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Quadient · 2 hours ago

J202601033 Customer Support Advocate

Irvine, CA

Full-time

Hybrid

Entry Level

$37K/yr - $55K/yr

1+ years exp

Quadient is a company that supports businesses in their digital transformation and growth journey. The Customer Support Advocate role involves serving as the first point of contact for users experiencing issues with electronic locker systems, diagnosing and resolving basic hardware and software issues, and ensuring customer satisfaction through effective communication.

Business Process Automation (BPA)Enterprise SoftwareFinancial ServicesInformation TechnologyInsuranceLogistics

Responsibilities

Serve as the first point of contact for customers or users experiencing issues with electronic lockers

Respond promptly to support requests via phone, email, chat, or ticketing system

Provide clear and professional communication while assisting users with their inquiries

Educate customers or users on the proper use of electronic locker systems, including best practices and preventive measures to avoid common issues

Diagnose and resolve basic issues related to electronic locker hardware (e.g., screens, keypads, locks, sensors) and software (e.g., user access, PIN codes, or system errors)

Guide users through step-by-step instructions for resolving common problems, such as resetting PINs, clearing error codes, or rebooting systems

Identify basic network connectivity issues (e.g., Wi-Fi, Ethernet, or cloud-based connectivity) and help resolve them

Run basic diagnostics to identify the source of issues and provide initial troubleshooting steps

Log all support requests and resolutions in the ticketing system

Ensure all tickets are updated with accurate and detailed information, including steps taken to resolve issues

Escalate unresolved issues to Level 2 or specialized technical teams, providing all necessary documentation

Qualification

Technical support experienceHardware troubleshootingSoftware troubleshootingNetworking conceptsRemote support toolsTicketing systemsProblem-solving skillsCommunication skillsWork independently