About Quadient:
Quadient is a global leader in customer communication solutions, boasting over 100 years of experience. Our mission is to drive meaningful customer experiences through innovation and growth, fueled by the connections our people create with clients and each other. Join our future-focused team and grow your career in an exceptional environment.
Job Position: Customer Support Advocate
Location: Remote (United States)
Salary: $16.83 Hourly
Role Overview:
As a Customer Support Advocate, you will handle inbound inquiries from customers, dealers, and field service offices. These calls will include a variety of tasks such as dispatching, troubleshooting equipment issues, answering billing inquiries, and resolving contractual questions. Our ideal candidate is emotionally intelligent, adaptable, passionate about helping others, and proficient in problem-solving over the phone.
Key Responsibilities:
- Handle incoming calls, emails, and inquiries, ensuring prompt resolution and proper documentation.
- Provide first-call resolution for troubleshooting repair equipment using various software programs.
- Interact professionally with internal and external teams to resolve issues promptly.
- Exercise judgment and discretion in daily tasks, collaborating with managers and team members.
- Research and resolve routine customer concerns, providing global support for all Quadient products and services.
- Meet and exceed established call metrics and embrace continuous improvement.
Qualifications:
- High School Diploma or equivalent (GED) required.
- 2-5 years of customer service experience, including at least 1+ year continuous.
- Ability to multi-task in a high-volume, fast-paced call center.
- Intermediate computer skills, with typing speed of 45 WPM+ and 10-key by touch.
- Proficiency in Windows applications (Microsoft Office) and reliable high-speed internet connection (200+ Mbps download / 20+ Mbps upload).
- Ability to work remotely with minimal noise/distractions.
- Preferred experience in hands-on troubleshooting, leasing and billing with multiple software systems (e.g., SAP, Salesforce, CRM).
- Fluency in 2+ languages is a plus.
Rewards & Benefits:
- Flexible Work: Hybrid work model blending office and remote setup for a balanced lifestyle.
- Endless Learning: Access global growth opportunities 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.
- Wellbeing Support: Access our complimentary employee assistance program for mental health support.
Join Us:
Even if you don’t meet every single requirement, we encourage you to apply. We value diverse skills and experiences and are eager to hear from you.