Customer Onboarding Specialist
Provides technical customer service to external and internal customers for their respective WAUSAU product(s). Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive understanding of WAUSAU 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.
Identifies repetitive service issues and determines if the issue is a system problem or training issue. Takes steps to resolve through reporting issues to QA/Development for consideration in future development efforts or by working with customers to close training gaps when repetitive issues are deemed to be training related.
Isolates application or operating system problems so that they can be escalated to the proper development organization or system technology team. Takes ownership and works hand in hand with development to resolve escalated issues including gathering data and files, initial testing and ongoing tests in the path to resolution.
What We offer!
We offer amazing benefits that start on the very first day of employment – health, dental, vision, 401k with company match, generous holiday and PTO, paid time to volunteer for causes that mean the world to you, and many other offerings.
Basic Qualifications (BQs)
Education and Experience: Associates/Tech Cert plus 2 years of experiencein Tech Support or customer service. Experience working with computers in a Microsoft Windows environment.
Preferred Qualifications (PQs)
Education:Bachelor’s Degreein Computer Science, IT
Experience: 2+ years experience with respective WAUSAU product or relevant IT background. Good written and verbal communication skills.
Tech Support or customer service in a tech industry experience preferred.2+ years experience with respective WAUSAU product or relevant IT background.
Good written and verbal communication skills. Tech Support or customer service in a tech industry experience preferred.
Deluxe Corporation is an Equal Opportunity / Affirmative Action 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@example.com.
Department: Business Operations
Time Type: Full time
Shift Type: First Shift (United States of America)
Work Status: Permanent
Company NameWausau Financial Systems Inc
Deluxe is a trusted, technology-enabled solutions provider for enterprises, small businesses and financial institutions offering a range of solutions to help customers manage and grow their businesses. Approximately 4.8 million small business customers access Deluxe's wide range of products and services, including incorporation services, logo design, website development and hosting, email marketing, social media, search engine optimization, and payroll services along with customized checks and forms. For our approximately 4,600 financial institution customers, Deluxe offers industry-leading programs in data analytics, customer acquisition and treasury management solutions, fraud prevention and profitability solutions, as well as checks. Deluxe is also a leading provider of checks and accessories sold directly to consumers.
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