[Hiring] Technical Product Analyst I @Deluxe

Role Description

This is an entry level position providing technical customer service to external customers for respective Deluxe software.

• Utilizes internal processes and tools to log, track, update and complete work items initiated by customers.
• Strives to work independently while developing comprehensive knowledge of Deluxe software.
• Monitors support ticketing system, specifically the application group queue, for incoming support issues.
• Contributes to the team workload by taking tickets from the application group queue within the defined SLA guidelines.
• Uses the appropriate Action ID Codes, documents customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle.
• Keeps stakeholders updated as needed to include customer updates based on follow-up SLA guidelines.
• Performs to designated utilization goals and achieves a satisfactory evaluation across multiple metrics to include:
  • Follow-Up Compliance
  • First Call Resolution
  • Direct Transfer Rate
  • Over-90 inventory
  • Mean Time To Resolve
• Primary focus is on handling incoming client cases and working to resolution within the defined guidelines for the product supported.
• Participates in conference calls, meetings, and other collaborative engagements for a variety of purposes primarily focused on client issues or case resolution for assigned cases.
• Actively seeks out training opportunities to expand product knowledge.

Qualifications

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

Requirements

• Must be 18 years of age or older.

Preferred Qualifications

• Image RPS.
• Banking, lockbox, remittance or related financial Service experience.
• Bachelors or Associates degree in IT or related field.
• Background in programming.
• Windows OS.
• 1+ year of Workstation OS - 10,7.
• 1+ year of Server OS.
• Networking.
• 1+ year of TCP/IP/DNS.
• Antivirus.
• 1+ year of experience with any of the following Antivirus products:
  • Managed Antivirus
  • CrowdStrike
  • Carbon Black

Compensation

The compensation range for this position is $22.50 - $23.75 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.