Technical Support Analyst - L2 (Spanish & English)

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It's these connections that make Quadient such an exceptional place to grow your career, develop your skills, and make a real impact - help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

We are seeking a bilingual Technical Support Analyst - L2 (Spanish & English) to join our growing team. In this role, you'll be supporting our customers by resolving technical issues and delivering a seamless customer experience. You'll act as a crucial link between our customers and the product, handling more complex technical challenges and collaborating closely with other support levels.

This is a fantastic opportunity for someone who is technically curious, eager to grow, and excited to work in a global, multilingual environment.

Your role in our future:

• Provide technical support for Quadient CXM software to both internal and external customers.
• Communicate fluently in Spanish and English across various channels to support global customers.
• Efficiently manage and resolve support tickets using internal ticketing tools.
• Take full ownership of L1 escalations: assess priorities, verify product data, and drive timely resolutions.
• Reproduce and analyze customer issues to determine solutions or escalate to L3 support as necessary.
• Conduct customer calls to gather information, troubleshoot, and explain outcomes.
• Contribute to documentation efforts by updating knowledge base articles and completing all compliance training.
• Spot opportunities for product and process improvements during daily interactions.
• Collaborate actively with your team to meet KPIs, share feedback, and foster continuous improvement.
• Define and track your development goals while supporting your team's growth.

Your profile:

• Prior experience in technical support is a plus.
• Working knowledge of database systems such as SQL, Oracle, or PostgreSQL.
• Familiarity with Windows, Linux, and Mac OS environments.
• Basic understanding of networking, scripting, and cloud platforms like AWS or Azure.
• Excellent written and verbal communication skills in both Spanish and English.
• Demonstrated problem-solving skills and critical thinking.
• Quick learner with the ability to adopt new technologies and share knowledge with others.

Turn your passion into performance. 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 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 protected]

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.