[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. Responsibilities include:

• Utilizing internal processes and tools to log, track, update, and complete work items initiated by customers.
• Monitoring support ticketing system for incoming support issues.
• Contributing to the team workload by taking tickets from the application group queue within defined SLA guidelines.
• Documenting customer interactions, actions taken, current status, and next steps throughout the support ticket lifecycle.
• Keeping stakeholders updated, including customer updates based on follow-up SLA guidelines.
• Performing to designated utilization goals and achieving satisfactory evaluations across multiple metrics, including:
  • Follow-Up Compliance
  • First Call Resolution
  • Direct Transfer Rate
  • Over-90 inventory
  • Mean Time To Resolve
• Handling incoming client cases and working to resolution within defined guidelines for the product supported.
• Participating in conference calls, meetings, and other collaborative engagements focused on client issues or case resolution.
• Actively seeking 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

Requirements

• Must be 18 years of age or older

Preferred Qualifications

• Bachelors or Associates degree in IT or related field
• A background in programming
• 1+ year of Workstation OS (Windows 10, 7)
• 1+ year of Server OS
• 1+ year of TCP/IP/DNS networking
• 1+ year of experience with any of the following Antivirus products:
  • Managed Antivirus
  • CrowdStrike
  • Carbon Black

Compensation

The compensation range for this position is $17.50 - $19.00 hourly. This position will be eligible for commission or an annual performance incentive plan. The base pay offered will vary depending on job-related knowledge, skills, location, experience, and 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