Technical Product Analyst I

Why Join Us:  

• We value our people and offer generous benefits - Medical, Dental, Vision benefits start day ONE!  PLUS:  Paid time off, 401K, paid maternity/paternity leave, tuition reimbursement, pet bereavement and more! 

• There is a reason we boast numerous awards like “Great Place to Work Certified” and “Best Place to Work” For Moms, Dads, LGBTQ, and Veterans (just to name a few). At Deluxe, we know that great people make a great organization. 

• A culture that keeps people. 42% of our team has been here over 10 years. When we asked our team why, we heard the people, benefits, family/home time, diversity, and team culture.

Responsibilities:

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

Basic Qualifications:

• 1+ year of Help Desk and/or customer service experience

• Must be 18 years of age or older

• 1+ year of scripting experience to include SQL, Progress, Powershell, etc.

• 1+ year of Basic PC Troubleshooting and/or Repair

•  Document Creation

• 1+ year of Microsoft Office suite

Preferred Qualifications:

• 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

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

• 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

These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.

Deluxe Corporation is an Equal Employment Opportunity employer:
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.
 

Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.