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Customer Support Consultant

Customer Support Consultant

Hradec Králové, 50006, Czech Republic

Operates Quadient’s helpdesk (the 1st line of support for customers experiencing remote and service issues). Requires extensive licensing knowledge.

Reports to the Customer Care Operations Manager, the Customer Support Manager, the Service Manager or the Director of Support depending on where they work.

Essential requirements for this role:

  • A Proven track record as a Customer Support Representative
  • Completion of all internal training courses needed for Customer Support Consultant
  • Fluent spoken and written English
  • Knowledge of information and communications technology (ICT)
  • Knowledge of customer communication management
  • Knowledge of problem solving techniques
  • Interpersonal skills
  • Customer care skills

The following Quadient specific requirements will be learnt once employees commence working for Quadient:

  • Knowledge of Quadient's products
  • Understanding the implementation of licenses and solutions to the customer's platform
  • Creation of licenses on the license server
  • Adaption of licenses to the customer's platform

The Customer Support Consultant is responsible for the following tasks:

  • Supporting customers within the confines of help desk level “Tier 1” responsibility
  • Escalating issues to “Tier 2” within Research and Development
  • Fulfilling the defined SLA for response time
  • Updating licenses and keeping records of license protocols
  • Denying a license issue without approved work order or maintenance and support to un-contracted clients
  • Acting as an interface between customers and customer support