[Hiring] Technical Product Analyst II @Deluxe

Role Description

This is a mid-level position providing technical customer service to external and internal customers for respective Deluxe software.

• Utilizes internal processes and tools to log, track, update, and complete work items initiated by customers.
• Works independently using comprehensive product knowledge and acts as a go-to resource for peers.
• Contributes to the team workload by taking tickets from the application group queue, focusing on complex client software issues.
• Responsible for handling cases for software hot fix updates for in-house clients.
• Engages in client escalations as a case resource.
• Follows escalation procedures to ensure progress communication includes peers and management.
• Uses sound judgment to plan, prioritize, and schedule efforts for escalated case work.
• Maintains composure under pressure.
• Uses timely, clear, and concise written and verbal communication.
• Documents customer interactions, actions taken, current status, and next steps throughout the support ticket lifecycle.
• Keeps stakeholders updated as needed, including customer updates based on follow-up guidelines.
• Adheres to all Service Level objectives for response times and follow-up times for all cases.
• Documents troubleshooting methodology, analyzes facts or conditions regarding the support issue, and determines next steps.
• Contributes to team knowledge to increase resolution times for all case types.
• Participates in conference calls, meetings, and other collaborative engagements with internal and external customers.
• Participates in Triage/Bug Scrub meetings for assigned solution.
• Mentors others in areas of expertise/product knowledge.

Qualifications

• 2+ years of Help Desk and/or customer service experience.
• 2+ years of scripting experience to include SQL, Progress, Powershell, etc.
• 2+ years of Basic PC Troubleshooting and/or Repair.
• Document Creation.
• 2+ years of Microsoft Office suite.

Requirements

• Bachelors or Associates degree in IT or related field (preferred).
• A background in programming (preferred).
• Windows OS (preferred).
• 2+ years of Workstation OS - 10, 7 (preferred).
• 2+ years of Server OS (preferred).
• Networking 2+ years of TCP/IP/DNS (preferred).
• Antivirus 2+ years of experience with any of the following Antivirus products (preferred):
• Managed Antivirus
• CrowdStrike
• Carbon Black
• Must be 18 years of age or older.

Compensation

The compensation range for this position is $25.00 - $30.00 hourly. This position will be eligible for commission or an annual performance incentive plan. The base pay actually offered will vary depending on job-related knowledge, skills, location, experience, and take into account internal equity.

Benefits

• Healthcare (Medical, Dental, Vision).
• Paid Time Off, Volunteer Time Off, and Holidays.
• Employer-Matched Retirement Plan.
• Employee Stock Purchase Plan.
• Short-Term and Long-Term Disability.
• Infertility Treatment, Adoption, and Surrogacy Assistance.
• Tuition Reimbursement.