Technical Product Analyst II

Deluxe

9d•$26 - $27

About The Position

Provides technical and functional support for the IMS (OnBase) platform by troubleshooting application issues, resolving customer incidents, and ensuring timely customer communication. Serves as a primary point of contact for support cases, working closely with customers, Development, QA, and other internal teams to drive issues to resolution. Maintains accurate case documentation, follows established support processes, and delivers a high level of customer service. Applies problem-solving and analytical skills to resolve complex issues while contributing to continuous improvement and knowledge sharing across the team. 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
2+ 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
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

Troubleshoot application issues for the IMS (OnBase) platform.
Resolve customer incidents and ensure timely customer communication.
Serve as a primary point of contact for support cases.
Work closely with customers, Development, QA, and other internal teams to drive issues to resolution.
Maintain accurate case documentation and follow established support processes.
Deliver a high level of customer service.
Apply problem-solving and analytical skills to resolve complex issues.
Contribute to continuous improvement and knowledge sharing across the team.
Handle tickets from the application group queue, focusing on complex client software issues.
Handle cases for software hot fix updates for in-house clients.
Engage in client escalations as a case resource.
Follow Escalation procedures to ensure progress communication includes peers and management.
Use sound judgment to plan, prioritize, and schedule efforts for escalated case work.
Work independently on assigned support cases.
Maintain composure under pressure.
Use timely, clear, and concise written and verbal communication.
Document customer interactions, actions taken, current status, and next steps throughout the support ticket lifecycle.
Keep stakeholders updated, including customer updates based on follow-up guidelines.
Adhere to all Service Level objectives for Response times and Follow Up times for all cases.
Document troubleshooting methodology, information, analyze facts or conditions regarding the support issue, and determine next steps.
Contribute to team knowledge to increase resolution times for all case types.
Participate in conference calls, meetings, and other collaborative engagements with internal and external customers.
Participate in Triage/Bug Scrub meetings for assigned solution.
Mentor others in areas of expertise/product knowledge.