[Hiring] Technical Product Analyst III @Deluxe

Role Description

This is a senior 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.
• Provides procedural leadership to team members.
• 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 clients both in house and outsourcing.
• 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.
• Leads client escalations to resolution, engaging additional resources and cross-functional teams as required.
• Follows escalation procedures to include engaging peers, management, Development/QA departments, and outside partners/vendors.
• Uses sound judgment to plan, prioritize and schedule efforts and additional resources as required to get to resolution.
• Keeps all stakeholders informed of progress and updates.
• Has the ability to lead client bridge/war room lines during escalated issues and maintains composure under pressure.
• Participates in conference calls, meetings, and other collaborative engagements with internal and external customers.
• Acts as a primary subject matter expert on assigned product for both internal and external training of new associates or clients.
• Actively participates in documentation creation on new features and training.
• Helps achieve team performance expectations through review of dashboards and workload.
• Assists where needed on high case volume days and aids in setting workload priorities when required.

Qualifications

• High School diploma
• 3+ years of Help Desk and/or customer service experience
• 3+ years of scripting experience to include SQL, Progress, Powershell, etc.
• 3+ years of Basic PC Troubleshooting and/or Repair
• 3+ years of Deluxe Product Support in related Business Unit
• Document Creation experience
• 3+ years of Microsoft Office suite experience

Requirements

• Bachelors or Associates degree in IT or related field (preferred)
• A background in programming (preferred)
• 3+ years of Workstation OS - 10, 11 (preferred)
• 3+ years of Server OS 2019-2022 (preferred)
• 3+ years of TCP/IP/DNS (preferred)
• 3+ 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 $28.00 - $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