Technical Product Analyst II

Deluxe

About The Position

This is a mid-level position providing technical customer service to external and internal customers for respective Deluxe software. Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive product knowledge and acts as a go-to resource for peers. Contributes to the team workload by taking tickets from the application group queue focusing more on the complex client software issues vs the reoccurring repeatable issues while retaining ability to handle all case types for assigned software solution if required. Responsible for handling cases for software hot fix updates for in house clients. Engages in client escalations as a case resource. Follows Escalation procedures to ensure progress communication includes peers, and management. Uses sound judgment to plan, prioritize and schedule efforts for escalated case work. Has the ability to work independently on assigned support cases. Maintains composure under pressure. Uses timely, clear and concise written and verbal communication, 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 guidelines. Adheres to all the Service Level objectives for Response times and Follow Up times for all cases. Documents troubleshooting methodology, information, analyzes facts or conditions regarding the support issue, and determines next steps. Contributes to team knowledge to increase resolution times for all case types. Participates in conference calls, meetings, and other collaborative engagements with internal and external customers. Participates in Triage/Bug Scrub meetings for assigned solution. Mentors others in areas of expertise/product knowledge.

Requirements

2+ year of Help Desk and/or customer service experience
2+ year of scripting experience to include SQL, Progress, Powershell, etc.
2+ year of Basic PC Troubleshooting and/or Repair Document Creation
2+ year of Microsoft Office suite
Must be 18 years of age or older

Nice To Haves

Education Bachelors or Associates degree in IT or related field
A background in programming Windows OS
2+ year of Workstation OS- 10,7
2+ year of Server OS Networking
2+ year of TCP/IP/DNS Antivirus
2+ year of experience with any of the following Antivirus products
Managed Antivirus
CrowdStrike
Carbon Black

Responsibilities

Provides technical customer service to external and internal customers
Utilizes internal processes and tools to log, track, update and complete work items initiated by customers
Acts as a go-to resource for peers
Handles cases for software hot fix updates for in house clients
Engages in client escalations as a case resource
Follows Escalation procedures to ensure progress communication includes peers, and management
Uses sound judgment to plan, prioritize and schedule efforts for escalated case work
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 guidelines
Adheres to all the Service Level objectives for Response times and Follow Up times for all cases
Documents troubleshooting methodology, information, analyzes facts or conditions regarding the support issue, and determines next steps
Participates in conference calls, meetings, and other collaborative engagements with internal and external customers
Participates in Triage/Bug Scrub meetings for assigned solution
Mentors others in areas of expertise/product knowledge