Senior Technical Product Analyst - Escalations & Solutions

deluxe; United States; On-site; USD 39,000 - 41,000; Full time

Benefits offered by this job

Healthcare (Medical, Dental, Vision)

Paid Time Off and Holidays

Employer-Matched Retirement Plan

Employee Stock Purchase Plan

Disability Insurance

Job summary

Deluxe Corporation is seeking a senior technical customer service professional to provide expert support for Deluxe software. The role emphasizes handling complex client software issues, rigorous ticket management, and cross-functional coordination to drive timely resolutions.

The ideal candidate will leverage extensive product knowledge, log and track cases, and lead escalations while maintaining strong communication with stakeholders. A strong background in IT support and scripting is expected.

Qualifications

• High School
• 3+ years of Help Desk and/or customer service experience
• 3+ years of scripting experience including SQL, Progress, PowerShell
• 3+ years of Basic PC Troubleshooting and/or Repair
• 3+ years of Deluxe Product Support in related Business Unit
• Document Creation
• 3+ years of Microsoft Office suite

Responsibilities

• Contribute to team workload by handling complex client software issues
• Log, track, and update support tickets using internal processes and tools
• Lead client escalations to resolution and coordinate with cross-functional teams
• Provide procedural leadership to team members and mentor peers
• Communicate clearly with customers and stakeholders about status and next steps
• Participate in triage meetings and training for new associates

Job description

Deluxe Corporation is seeking a senior technical customer service professional to provide expert support for Deluxe software. The role emphasizes handling complex client software issues, rigorous ticket management, and cross-functional coordination to drive timely resolutions.

The ideal candidate will leverage extensive product knowledge, log and track cases, and lead escalations while maintaining strong communication with stakeholders. A strong background in IT support and scripting is expected.