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Technical Support Specialist – Tier 1 (eChecks)

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Location: Lenexa, Kansas
Req ID: 190603WD

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.

Job Description :

In this Customer Care role this individual will primarily be responding to emails or chats with some inbound phone calls from customers regarding questions and/or issues with products and services (i.e. lock boxes, electronic deposits, etc.) tests, troubleshoot, and provides support to basic technical issues (i.e. password resets, unlocking and canceling accounts, printing issues, check verification, etc.).

Accountabilities:
  • Reads and interprets release notes in order to maintain strong knowledge of products, capabilities and collaboration with other software solutions. Maintains broad understanding of common business processes and how adoption of the product/service impact common processes.
  • Processes inbound customer contacts (phone, emails, text, chats, etc) from several customer types including FI’s, Businesses and end consumers. Single customer impact is medium to high in risk and value to the organization.
  • Assist with the education and selling process. Is called upon as the subject matter expert in closing complex deals.
  • Utilizes multiple ordering platforms, databases and applications  with a higher degree of complexity to verify, retrieve data and place new, reorder and replacement orders.
  • Adherence to service compliance requirements and tracking of cases.
  • Promotes customer confidence and protects operations by keeping all customer and financial information confidential.
  • Maintains  company quality standards, revenue, and service levels by meeting or exceeding department metrics.
  • Readily able to adjust to changes in processes, procedures and call flow.
  • Maintains technical knowledge by regular use of department intranet to access company work-related communications.

START DATE: February 10, 2020

Basic Qualifications :

  • High school (or equivalent)
  • Some software/systems sales or service experience
  • Strong problem identification/problem solving skills.
  • Ability to read and comprehend product specs and release notes.
  • Change adaptive skills.
  • Ability to multitask.
  • Demonstrated ability to support and participate in a positive work environment by adhering to Deluxe Core Values, complying with policies, procedures and safety rules.
  • Meets regular attendance requirements.
  • Overtime hours may be required.
  • Flexible scheduling.
  • Schedules may include weekend and or evening hours based on business needs.
  • Attendance guidelines apply to all scheduled hours and agreed-upon additional and overtime hours.

Preferred Qualifications :

  • Associate Certificate Technical College preferred

Video URL :

https://www.youtube.com/embed/PYBYrYJaemc

RSRDLX

Deluxe Corporation is an Equal Opportunity Employer: 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Please view the electronic EEO is the Law Poster and EEO is the Law Poster Supplement 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)
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Advancement Opportunities

Employee development is a huge part of our company culture

Healthcare

Full offerings including medical, dental, vision, etc.

Savings Plans

Competitive 401k plan guidance on savings solutions.

Tuition reimbursement

Up to $5,250 per calendar year for Full Time Employees

Work/Life Balance

PTO, Paid Holidays and Floating Holidays create a strong work/life balance

Advancement Opportunities

At Deluxe. Employee Development is a pillar of our culture. From mentorship programs to development plans and tuition reimbursement, we've got the tools to help you grow.

Healthcare

Affordable medical plans offering PPO, HRA, HDHP and Regional HMO style options.

Savings Plans

Competitive 401k matching program with guidance on saving solutions

Tuition Reimbursement

Deluxe will provide up to $5,250 per calendar year to full time employees that want to continue their education.

Work/Life Balance

Between paid time off, floating holidays, paid holidays and the ability to work remotely in some of our positions, we place a strong value on providing a quality work/life balance.

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