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Product Support Specialist

The Culture at Deluxe

I've been here 33 years. I love being here because I love the people I work with.

Oh gosh, I love working at deluxe. I've been here 16 years and I would say the last five years I've been working on the most rewarding project ever in my career.

Love it, it's been an exciting time at Deluxe.

I think about exciting opportunities things that we have yet to dream and believe that we can do I'm excited about the new One Deluxe.

Knowing I could help be a part of the gelling of Deluxe and all the potential that I had, that was a huge piece.

So, I did look around a little bit but then nothing quite felt right where deluxe just feels like home this is where I want to end up.

What we're really looking to do is ensure that deluxe has an environment of inclusiveness when people feel inclusive within the workplace, they generate more ideas a better product is put out.

Bring our backgrounds, bring in our cultures, meshing them all together and Deluxe is a place that doesn't necessarily have walls or ceilings, so it just incorporates our true identity as people to employees.

We have recently done the food drive and there were always at least like more than 10 people who will be interested and based on the capacity we can accommodate people go there and do the volunteering.

Deluxe really isn’t like any other company. They really care about you and they care about your career and your path moving forward they want you to excel they, they're gonna give you the tools and provide you with what you need to become a successful business professional.

Since day one when I started at Deluxe it has been such a friendly atmosphere.

You want to spend time with people you like that you trust that you respect and I got to tell you we're surrounded with people like that. on the executive team and throughout the organization so for me this is just feels good to work at a company like Deluxe.

Req ID 222170WD Location Fort Worth, Texas

This is an IN-OFFICE role @ 100 Throckmorton St., Fort Worth, TX 76102

The Product Support Specialist I is responsible for answering inbound calls and responding to email support tickets to resolve issues at an advanced level for VIP clients and partners integrated with company specific payment products.

https://home.iatspayments.com/

  • Take full ownership of the reported issue, which includes researching detailed account setup information and troubleshooting and recreating the reported issue, with a strong emphasis on client and partner satisfaction

  • Work closely with the Customer Care Team, Sales, and our IT Development Team to obtain necessary background on product/client needs, develop business requirements for bug fixes/future enhancements/new product releases, and to provide ongoing hands-on training for Tier 1 troubleshooting

  • Process inbound calls and email support items to the point of resolution, effectively handling customer inquiries, complaints, technical troubleshooting and requests for account information with a high-level of patience and professionalism

  • Act as a liaison between our clients/partners and our IT Development team to define business requirements for bug fixes, product enhancements, and/or new product development

  • Take ownership of technical escalations originating from Tier 1 support with a focus on timely resolution, providing regular and meaningful updates to invested parties, and overall client and partner satisfaction

  • Show initiative in creating and implementing departmental procedures and best practices as it relates to technical troubleshooting for Tier 1 support on iATS payment products

  • Attend ongoing training sessions with IT Development team to develop expert-level proficiencies in iATS payment products and troubleshooting, continually striving to improve individual knowledge and skills

Basic Qualifications:

  • Associate’s degree in business or related field; OR HS/GED AND 4 years of experience

  • 2 years of experience working in an office environment with the Microsoft Office products

  • Some experience presenting complex technical information to a non-technical audience

Preferred Qualifications:

  • Ability to create best practices and procedures

  • Exceptional listening skills

  • Ability to multi-task and work both independently and as a part of a team, meeting/exceeding all internal KPIs

  • Salesforce experience

  • History of developing communication processes and procedures to facilitate the exchange of information

  • Ability to communicate on all levels both internal and external for VIP clients.

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.

EOE/Minorities/Females/Vet/Disability

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 deluxecareers@deluxe.com.


Department: Business Operations
Time Type: Full time
Work Status: Permanent
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Company Name

IATS, LLC

Company Info

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.

Meet Your Recruiter

Sherry Worth

Our Values

Inclusion, Diversity & Equity

Whether working with our thousands of employee-owners or with our many partners and clients around the world, Deluxe strives to be a company that is not only diverse, but inclusive of all. We work as One Deluxe to foster an environment that strives toward equality.

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Awards

Over the years, Deluxe has been recognized for numerous awards and accolades. We are proud to celebrate our achievements as a testament to our corporate philosophy and unparalleled candidate experience.

Great Place to Work Oct 2020 to Oct 2021
Talent Board 2021 Candidate Experience Award Winner
Best place to work for Moms
Best place to work for Dads
2020 Honor Roll Company Award Winner
Disability Equality Index Best Place to Work Award
Vets Indexes Recognized Employer Award 2021
Best places to work 2022 Award
Yellow ribbon Award
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Meet the Owners

The success of our employee-owners is at the forefront. We encourage and enable our Deluxers to own their success through growth and development opportunities. Hear from real employees on what it means to Own It at Deluxe.

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Culture

Since every employee at Deluxe is an owner, we all work together to develop new ideas for our customers that could include data-driven marketing tools, cloud-based solutions, or other innovations. Together, we’re creating the future of financial services and we all share a stake in our success.

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