Technical Product Analyst
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:
·First Call Resolution
·Direct Transfer Rate
·Mean Time To ResolvePrimary 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.
1+ year of Help Desk and/or customer service experience
1+ year of Basic PC Troubleshooting and/or Repair
• 1+ year of Microsoft Office suite
Bachelors or Associates degree in IT or related field
A background in programming
1+ year of scripting experience to include SQL, Progress, Powershell, etc.
1+ year of Workstation OS- 10,7
1+ year of Server OS
1+ year of TCP/IP/DNS
1+ year of experience with any of the following Antivirus products
• Managed Antivirus
• Carbon Black
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 firstname.lastname@example.org.
Department: Call Center
Time Type: Full time
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.