• Technical Product Analyst

    Deluxe (WI)


    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 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

     

    1+ year of scripting experience to include SQL, Progress, Powershell, etc.

     

    Windows OS

     

    1+ year of Workstation OS- 10,7

     

    1+ year of Server OS

     

    Networking

     

    1+ year of TCP/IP/DNS

    Additional Basic Qualifications:

    Must be 18 years of age or older

     

    This role is not permitted to be filled in the following locations Alaska, California, Colorado, Connecticut, District of Columbia, Hawaii, Illinois, Louisiana, Maryland, Minnesota, Mississippi, Montana, New Jersey, New York, North Dakota, Puerto Rico, Rhode Island, Utah, Vermont, Washington, West Virginia, and Wyoming.

     

    Benefits

     

    In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

     

    + Healthcare (Medical, Dental, Vision)

    + Paid Time Off, Volunteer Time Off, and Holidays

    + Employer-Matched Retirement Plan

    + Employee Stock Purchase Plan

    + Short-Term and Long-Term Disability

    + Infertility Treatment, Adoption and Surrogacy Assistance

    + Tuition Reimbursement

     

    These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.

     

    Deluxe Corporation is an Equal Employment Opportunity 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 (http://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) 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 protected] .