Technical Product Analyst I

Deluxe

2d•$20 - $24•Remote

About The Position

This is an early career 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. Delivers technical support for Deluxe ImageRPS software, including troubleshooting issues related to remittance processing, file ingestion, balancing, and transaction workflows to ensure accurate and timely client operations. 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, and 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.

Requirements

1+ year of Help Desk and/or customer service experience
1+ year of experience with ticketing system (ServiceNow, Zendesk, Jira)
1+ year of Basic PC Troubleshooting and/or Repair Document Creation
1+ year of Microsoft Office suite
Must be 18 years of age or older

Nice To Haves

Bachelors or Associates degree in IT or related field
Experience with Deluxe ImageRPS

Responsibilities

Provide end-user support for the ImageRPS application, ensuring efficient processing and troubleshooting of remittance transactions.
Utilizes internal processes and tools to log, track, update and complete work items initiated by customers.
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.
Delivers technical support for Deluxe ImageRPS software, including troubleshooting issues related to remittance processing, file ingestion, balancing, and transaction workflows to ensure accurate and timely client operations.
Performs to designated utilization goals and achieves a satisfactory evaluation across multiple metrics.
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.