Technical Product Analyst III

Deluxe

3d•$28 - $30

About The Position

This is a senior 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. Provides procedural leadership to team members. 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 clients both in house and Outsourcing. 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. Leads client escalations to resolution. Has ability to engage additional resources and cross functional teams as required to resolve issue. Follows Escalation procedures to include and engage peers, management, Development/QA departments and outside partner/vendors. Uses sound judgment to plan, prioritize and schedule efforts and additional resources as required to get to resolution. Keeps all stakeholders informed of progress and updates. Has ability to lead client bridge/war room lines during escalated issues. Maintains composure under pressure. Participates in conference calls, meetings, and other collaborative engagements with internal and external customers. Has ability to lead and is an active participant in the Triage/Bug Scrub meetings for assigned solution. Acts as a primary subject matter expert on assigned product for both internal and external training of new associates or clients. Actively participates in documentation creation on new feature and training. Helps achieve team performance expectations through review of dashboards, and workload. Assists where needed on high case volume days. Aids in setting workload priorities when required.

Requirements

High School
3+ year of Help Desk and/or customer service experience
3+ year of scripting experience to include SQL, Progress, Powershell, etc.
3+ year of Basic PC Troubleshooting and/or Repair
3+ year of Deluxe Product Support in related Business Unit
Document Creation
3+ 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
3+ year of Workstation OS- 10,11
3+ year of Server OS 2019-2022
3+ year of TCP/IP/DNS
3+ 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 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.
Provides procedural leadership to team members.
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 clients both in house and Outsourcing.
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.
Leads client escalations to resolution.
Engages additional resources and cross functional teams as required to resolve issue.
Follows Escalation procedures to include and engage peers, management, Development/QA departments and outside partner/vendors.
Uses sound judgment to plan, prioritize and schedule efforts and additional resources as required to get to resolution.
Keeps all stakeholders informed of progress and updates.
Leads client bridge/war room lines during escalated issues.
Maintains composure under pressure.
Participates in conference calls, meetings, and other collaborative engagements with internal and external customers.
Leads and is an active participant in the Triage/Bug Scrub meetings for assigned solution.
Acts as a primary subject matter expert on assigned product for both internal and external training of new associates or clients.
Actively participates in documentation creation on new feature and training.
Helps achieve team performance expectations through review of dashboards, and workload.
Assists where needed on high case volume days.
Aids in setting workload priorities when required.