Responsabilities: - Provide Level 2 resolution when troubleshooting Quadient MRS and PLS products and their embedded software and hardware. - Use various software programs/portals to assist customers while properly documenting information relative to the case. - Perform advanced troubleshooting to diagnose and resolve complex problems across networks and multiple systems. - Assist the customer’s IT department to help resolve connection issues. - Maintain records/logs of repair and fixes. - Interact professionally with internal and external areas to resolve issues accordingly. - Respond to voicemails, emails, chats, and other digital communications in a clear and concise manner that is timely based on the urgency of the request. Make calls and attend meetings with stakeholders at both the client and exective level to assist in communication and in resolving issues. - Identify defects and escalate to next level for problem resolution if necessary. - Exercise judgment and discretion in the completion of daily tasks and interactions with customers. - Partner with the managers, supervisors, and fellow team members to ensure full preparation to work efficiently and effectively. - 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 KPI metrics and follow a set schedule predetermined by management team. - Demonstrate the commitment to customer retention and teamwork globally. - Meet all Service Level Agreements (SLAs) and Objectives and Key Results (OKRs) as defined. Qualifications: - High School Diploma or equivalent (GED) is required. - Preferred associates degree in information technology or closely related field and/or at least 3-5 year of experience in troubleshooting, repairing cloud base solutions and digital apps. - Preferred three plus (3+) years experience or equivalent troubleshooting and repairing complex software or hardware systems. - Comfortable working with network systems and how they integrate with external systems. - Excellent written and verbal communication ability including de-escalation of issues and managing a pathway to resolution. - Outstanding organizational and time management skills. - Competency in Digital, SaaS, and Cloud solutions. - Competency in Embedded and PC Operating Systems, Network Connectivity and Security. - In depth understanding of Quadient hardware/software products and services including Parcel Lockers. - Proficiency in advanced hands-on and remote troubleshooting. - Familiarity with the following systems: Salesforce, ServiceMax, and Talkdesk. - Must be able to multi-task in a high-volume, fast-paced environment. - Advanced computer skills including competency executing UNIX terminal commands and SQL. - Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, Teams, 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. - Familiarity with basic TCP/IP and networking concepts.