Technical Product Analyst

Posted 2 Days Ago
2 Locations
Remote
Entry level
Information Technology • Payments • Software
The Role
Entry level position providing technical customer service for Deluxe software, handling support tickets, and working to resolution within defined guidelines. Actively seeks training opportunities to enhance product knowledge.
Summary Generated by Built In

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

1+ year of Basic PC Troubleshooting and/or Repair

 Document Creation

•    1+ year of Microsoft Office suite

Preferred Qualifications:

Education

Bachelors or Associates degree in IT or related field

A background in programming

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

Windows OS

1+ year of Workstation OS- 10,7

1+ year of Server OS

Networking

1+ year of TCP/IP/DNS

Additional Basic Qualifications:

Must be 18 years of age or older

This role is not permitted to be filled in the following locations Alaska, California, Colorado, Connecticut, District of Columbia, Hawaii, Illinois, Louisiana, Maryland, Minnesota, Mississippi, Montana, New Jersey, New York, North Dakota, Puerto Rico, Rhode Island, Utah, Vermont, Washington, West Virginia, and Wyoming.

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.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected].

Top Skills

Dns
MS Office
Powershell
Progress
Server Os
SQL
Tcp/Ip
Windows Os
Workstation Os
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The Company
HQ: Shoreview, MN
5,001 Employees
Year Founded: 1915

What We Do

We help enterprises, small businesses and financial institutions deepen customer relationships through trusted, technology-enabled solutions.

Here at Deluxe, we help you unlock your potential so that your business successfully grows and thrives which positively impacts our communities all around.

Our innovative payments, data and marketing solutions help you Accelerate Growth, Enable Payments and Empower your SMB Relationships.

Accelerate Growth – With us, we propel your business forward with data-driven customer acquisition and multi-platform marketing toolkits; accelerate customer acquisition through our targeted data driven marketing campaigns and build brands through our customized, brand compliant web storefronts, promotional products, print services, and retail packaging services.

Enable Payments – Our technology solutions enable you to send and process payments more easily. With us, you can optimize your order to cash processes with Lockbox, integrated receivables and bill pay, as well as improve your payer and payee experience with our secure and convenient check products and flexible digital payments.

Empower Small Business Relationships – We help empower your small business with tools to start, run, grow and operate the business. We help increase revenue with promotional products, data driven and print marketing and retail packaging as well as support in managing income with our checks and forms, digital payments, and remote deposit capture. We also assist in protecting and branding businesses with logo design, trademark filings and websites and hosting services along with assisting in managing HR and Operations using our incorporation services, and payroll and human capital management.

Unlock your potential: www.deluxe.com

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