Technical Product Analyst I

Deluxe

9d•Onsite

About The Position

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.

Requirements

1+ year of Help Desk and/or customer service experience
Must be 18 years of age or older
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

Nice To Haves

Bachelors or Associates degree in IT or related field
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

Responsibilities

Providing technical customer service to external customers for respective Deluxe software.
Utilizing internal processes and tools to log, track, update and complete work items initiated by customers.
Monitoring support ticketing system, specifically the application group queue, for incoming support issues.
Contributing to the team workload by taking tickets from the application group queue within the defined SLA guidelines.
Using the appropriate Action ID Codes, documenting customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle.
Keeping stakeholders updated as needed to include customer updates based on follow-up SLA guidelines.
Performing to designated utilization goals and achieving a satisfactory evaluation across multiple metrics.
Handling incoming client cases and working to resolution within the defined guidelines for the product supported.
Participating 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 seeking out training opportunities to expand product knowledge.