Technical Product Analyst II

Deluxe

3d•$25 - $30

About The Position

The Technical Product Analyst II is a mid-level role providing technical customer service to internal and external customers using Deluxe software. The analyst uses internal processes and tools to log, track, update, and complete customer-initiated work items. The role works independently with comprehensive product knowledge, serves as a resource for peers, and focuses on complex client software issues while remaining able to handle all case types for assigned software solutions. It also handles software hot-fix updates for in-house clients and supports client escalations. The analyst communicates clearly and promptly, documents customer interactions and troubleshooting throughout the support-ticket lifecycle, keeps stakeholders informed, and meets service-level response and follow-up objectives. The role analyzes support issues, documents troubleshooting methods and findings, identifies next steps, contributes to team knowledge, participates in customer and internal meetings and triage or bug-scrub meetings, and mentors colleagues in areas of expertise. The compensation range is $25.00–$30.00 per hour. The position is eligible for commission or an annual performance incentive plan. Offered base pay may vary based on job-related knowledge, skills, location, and experience, and internal equity.

Requirements

At least 2 years of help desk and/or customer service experience.
At least 2 years of scripting experience, including SQL, Progress, PowerShell, or similar.
At least 2 years of basic PC troubleshooting and/or repair experience.
Document creation skills.
At least 2 years of experience with the Microsoft Office suite.
Must be at least 18 years of age.

Nice To Haves

Bachelor's or associate degree in IT or a related field.
Background in programming.
Windows OS experience.
At least 2 years of workstation operating system experience, including versions 10 and 7.
At least 2 years of server operating system experience.
At least 2 years of networking experience with TCP/IP and DNS.
At least 2 years of experience with antivirus products, such as Managed Antivirus, CrowdStrike, or Carbon Black.

Responsibilities

Provide technical customer service to external and internal customers for assigned Deluxe software.
Use internal processes and tools to log, track, update, and complete customer-initiated work items.
Work independently using comprehensive product knowledge and act as a go-to resource for peers.
Take tickets from the application group queue, focusing on complex client software issues while retaining the ability to handle all assigned software case types.
Handle software hot-fix update cases for in-house clients.
Serve as a case resource for client escalations and follow escalation procedures, including progress communication with peers and management.
Use sound judgment to plan, prioritize, and schedule work on escalated cases; maintain composure under pressure.
Communicate clearly and promptly in writing and verbally, and document customer interactions, actions taken, status, and next steps throughout the ticket lifecycle.
Keep stakeholders and customers updated in accordance with follow-up guidelines.
Meet service-level objectives for case response and follow-up times.
Document troubleshooting methodology and information, analyze support issues, and determine next steps.
Contribute to team knowledge to improve resolution times across case types.
Participate in conference calls, meetings, and other collaborative engagements with internal and external customers.
Participate in triage and bug-scrub meetings for the assigned solution.
Mentor others in areas of expertise and product knowledge.