Technical Product Analyst I - Remote

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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.

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Req ID 221170WD-2 Location Kansas

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 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:

Education

Bachelors or Associates degree in IT or related field

A 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

RSRDLX

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: Call Center
Time Type: Full time
Shift Type: First Shift (United States of America)
Work Status: Permanent

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Company Name

Wausau Financial Systems Inc

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.