Job at a glance
Company Description 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.
Job Description Parcel Pending (www.parcelpending.com) was started to solve a simple problem – eliminate the chaos of package management.  It’s overwhelming, inconvenient, and takes way too much time. Parcel Pending makes life easier for Residents, Property Managers, and Couriers. With Parcel Pending, property managers focus on leasing apartments, taking care of their residents, and leave the endless interruptions of package management behind.   Our smart lockers feature leading edge technology and are completely customizable for any setting.  The safety and convenience of Parcel Pending allows residents to quickly discover they feel comfortable shopping online without ever having to leave their home.
Couriers love the convenience of a one stop drop to swiftly and securely deliver their packages. We combine a top product, expert service, and unparalleled convenience to deliver a highly personalized experience that is a win-win for everyone involved.  We offer an exciting, fast-paced work environment and currently have an opportunity for a  Product Support Specialist  to make an immediate impact on our team.
We are looking for someone who is positive, supportive, self-starting, and ready to take the next big step in their career. The ideal candidate is passionate about customer service, highly technical, and comfortable working in an environment where everyone collaborates, wears multiple hats, and rolls up their sleeves to get the job done. This role supports multiple product verticals and other locker-based solutions.
The Product Support Specialist will troubleshoot technical issues, support internal teams and customers, monitor support dashboards, escalate complex problems, and help improve team processes through documentation, training, and proactive issue identification. This role required to be in the Irvine office one day a week as needed. The hours for this role are 6:30am – 3:30pm PST   Responsibilities Provide technical assistance and support for incoming cases, questions, and issues related to parcel locker systems and supporting software.
Monitor cases and support queues to ensure urgent and high-priority issues are addressed quickly. Proactively take ownership of urgent, high-impact, and recurring issues. Serve as an escalation point for internal support teams. Troubleshoot locker hardware, software, kiosk, network, database, and connectivity issues. Support systems running on Linux and Windows environments. Assist with locker configuration, software updates, device troubleshooting, and issue validation.
Work with internal teams to investigate problems involving kiosks, lockers, APIs, local databases, network/VPN connectivity, and customer access issues.  Ask clear troubleshooting questions to determine the nature and impact of reported problems. Walk peers, customers, and internal teams through problem-solving steps. Document all incidents, troubleshooting steps, case updates, and resolutions using clear and concise language.
Follow up with stakeholders to confirm issues are resolved. Monitor support dashboards and reports to identify locker malfunctions, recurring issues, and product trends. Identify trending issues and propose solutions, process improvements, or escalation paths. Contribute to and maintain the internal Kno