Job Description

Quadient delivers exceptional experiences with passion. We continually strive to innovate and reimage something new that inspires and motivates people to exceed expectations. Our business success is underpinned by the trust that our clients invest in our products and in our commitment to delivering the very best solutions. This trust is earned by great people doing a great job. We call it: The Power of You.

In short, the Quadient Customer Support Advocate is responsible for handling inbound inquiries from internal/external customers, dealers, and field service offices.

These calls will vary between: dispatching, repair questions, detailed problem resolution through troubleshooting equipment, postage and supply support, billing inquiries, and the resolution, review, and explanation of contractual agreements as well as other various requests.

Our top-notch Customer Support Advocates are highly emotional intelligent, possess the initiative to seek and embrace change, passionate about helping others, remain flexible/adaptable as the business needs require, proficient in problem-solving, able to improve the company by establishing and achieving goals, use a style of communication that is open and honest, and represent our organizational core values in every interaction.

What does a Customer Support Advocate do?

• Responsible for promptly handling incoming calls for inquiry resolution and processing document/email inquiries for district, dealer, property managers, residents and internal customers.
• Provide first-call resolution when troubleshooting the company's key solutions, including equipment models and parcel locker products.
• Use various software programs while assisting customers and properly document information relative to the call.
• Interact professionally with internal and external areas to resolve issues accordingly.
• Respond to voicemails, emails, and digital communications in a clear and concise manner that is timely based on the urgency of the request.
• Exercise judgment and discretion in the completion of daily tasks and interactions with customers.
• Partner with the managers, leads, and fellow team members to ensure full preparation to work efficiently and effectively.
• Research and resolve routine requests and customer concerns as received.
• Provide global support for all Quadient products and services.
• Take every opportunity to exceed the expectations of both internal and external customers.
• Embrace learning and feedback for continuous improvement.
• Accomplish additional tasks, duties, or projects assigned by the management team based on the needs of the business.
• Be able to meet and exceed established call metrics and follow a set schedule predetermined by our workforce team.
• Demonstrate the commitment to customer retention and teamwork globally.

Qualifications

What it takes to be a Successful Customer Support Advocate...

• A High School Diploma or equivalent (GED) is required.
• 2-5 years of customer service experience with 1+ year being continuous.
• Must be able to multi-task in a high-volume, fast-paced call center environment.
• Intermediate computer skills. Typing 45 WPM+ and 10-key by touch is ideal.
• Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, etc.).
• Reliable high-speed internet connection. (+200Mbps download /+20Mbps upload recommended)
• Ability to work in a remote environment with minimal noise and distractions while able to consistently produce measurable results.
• Prior hands-on troubleshooting experience would be a plus.
• Experience or knowledge of the following systems is ideal: CPQ, SAP, Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS, and Talkdesk.
• Leasing and billing experience utilizing multiple software systems preferred.
• Fluent in 2+ languages would be a plus.

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.

​​Help shape the future of customer communications. Apply now.​

#LI-NB1

Additional Information

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 career@quadient.com

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.