ICA Technical Support Analyst L2 - Military Veterans

Connect with Quadient

Quadient is a global leader in customer communication solutions. With over 100 years' of experience and still going strong, we aim to be the driving force behind the world's most meaningful customer experiences. Our success in delivering innovation and business growth is inspired by the connections our people create every day, with our clients and each other. It's these connections that make Quadient such an exceptional place to grow your career - and help our future-focused team lead the way.

The ICA Technical Support Analyst - L2 (AR) is responsible for managing AR customer application issues to resolution, with the overall goal of providing an exceptional customer experience.

This role requires strong communication and technical skills. The candidate must be open-minded, flexible, a strong team player, and solution-oriented. The L2 analyst will need to achieve Basic YayPay application certifications within the first 6 months of starting this role.

Your role in our future

• Successfully support all current Quadient ICA YayPay Software and provide support to both internal and external customers.


• Utilize the ticketing tool effectively, understanding ticket statuses and processes.


• Take ownership of tickets assigned by the L1 team, understand the priority and entitlements, verify the correct product and version, and provide prompt feedback to customers.


• Understand the problem description, review provided resources (logs, workflows, steps of replication), and troubleshoot to resolution.


• Collect information to analyze and evaluate problem/incident tickets, successfully replicate customer issues in-house, and determine if further escalation to L3 is needed.


• Schedule calls with customers to gather further information or discuss any provided resolution.


• Respond professionally and communicate effectively with customers, providing exceptional friendly service.


• Communicate and/or escalate issues to the L3, Team Lead, and/or Manager for further management.


• Write knowledge base articles to help the team and stay updated with new feature courses (EKP certifications). Stay current on mandatory global compliance training.


• Identify and create Trigger opportunities when engaging with customers.


• Uphold Quadient values, submit Cheers to Peers, stay engaged, and provide feedback or suggestions for process improvements. Review and track Team KPI and self-assess personal performance, assisting colleagues in meeting team goals.


• Create and track personal development goals.


• Perform other duties as assigned and/or needed.

Your profile

• Minimum of 2 years of technical support experience with YayPay applications or equivalent experience.


• Basic YayPay/AR application knowledge.


• Basic understanding of Database (SQL, Oracle, PostgreSQL) and hands-on experience with Windows/Linux/Mac OS environments.


• Basic networking, scripting, and knowledge of AWS, Azure, and cloud-based applications.


• Knowledge of personalized printing applications, layout, and printing is an asset.


• Excellent written and verbal communication skills.


• Ability to learn new technology quickly and teach others.


• Demonstrated critical thinking and problem-solving skills.

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.

Ready to lead the way? Apply now.

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 diverse 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.

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 all 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 which embraces difference 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 careers@quadient.com

Quadient is an Equal Employment Opportunity Employer: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background. We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

This includes being an Affirmative Action Employer in the United States.

People. Connected.