Technical Product Analyst I

Wausau Financial Systems Inc; Minnesota; Hybrid; USD 24,000 - 26,000; Full time

Benefits offered by this job

Healthcare (Medical, Dental, Vision)

Paid Time Off, Volunteer Time Off, and

Employer-Matched Retirement Plan

Employee Stock Purchase Plan

Short-Term and Long-Term Disability

Infertility Treatment

Adoption and Surrogacy Assistance

Tuition Reimbursement

Job summary

Deluxe Corporation is seeking an entry-level technical customer service associate to support external customers of Deluxe software. You will log, track, and resolve tickets, monitor the ticketing system, and update stakeholders on status while building knowledge of the product.

Ideal candidates have 1+ year in Help Desk or customer service, basic PC troubleshooting, and familiarity with Microsoft Office; onboarding includes training opportunities and a competitive benefits package.

Qualifications

• 1+ year of Help Desk and/or customer service experience.
• 1+ year of scripting experience to include SQL, Progress, Powershell, etc.
• 1+ year of Basic PC Troubleshooting and/or Repair Document Creation
• 1+ year of Microsoft Office suite

Responsibilities

• Primary focus is on handling incoming client cases and working to resolution within the defined guidelines for the product supported.
• Participates in conference calls, meetings, and other collaborative engagements for a variety of purposes primarily focused on client issues or case resolution for assigned cases.
• Actively seeks out training opportunities to expand product knowledge.

Skills

Help Desk experience

Customer service

Troubleshooting

Education

Bachelors or Associates degree in IT or related field

Tools

SQL

Progress

PowerShell

Job description

Why Join Us

Be part of an organization that’s driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companies—and we invest in you accordingly. We’re proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans. We offer competitive benefits starting on day one, designed to support your life both in and out of work. 42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

This is an entry level position providing technical customer service to external customers for respective Deluxe software. Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Strives to work independently while developing comprehensive knowledge of Deluxe software. Monitors support ticketing system, specifically the application group queue, for incoming support issues. Contributes to the team workload by taking tickets from the application group queue within the defined SLA guidelines. Uses the appropriate Action ID Codes, 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 SLA guidelines. Performs to designated utilization goals and achieves a satisfactory evaluation across multiple metrics to include.

• Follow-Up Compliance
• First Call Resolution
• Direct Transfer Rate
• Over-90 inventory
• Mean Time To Resolve

Primary focus is on handling incoming client cases and working to resolution within the defined guidelines for the product supported. Participates in conference calls, meetings, and other collaborative engagements for a variety of purposes primarily focused on client issues or case resolution for assigned cases. Actively seeks out training opportunities to expand product knowledge.

Basic Qualifications

• 1+ year of Help Desk and/or customer service experience
• 1+ year of scripting experience to include SQL, Progress, Powershell, etc.
• 1+ year of Basic PC Troubleshooting and/or Repair Document Creation
• 1+ year of Microsoft Office suite

Preferred Qualifications

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

Additional Basic Qualifications

Must be 18 years of age or older.

Compensation

The compensation range for this position is $17.50 - $19.00 hourly. This position will be eligible for commission or an annual performance incentive plan. The base pay actually offered will vary depending on job-related knowledge, skills, location, experience and take into account internal equity.

Benefits

• Healthcare (Medical, Dental, Vision)
• Paid Time Off, Volunteer Time Off, and Holidays
• Employer-Matched Retirement Plan
• Employee Stock Purchase Plan
• Short-Term and Long-Term Disability
• Infertility Treatment
• Adoption and Surrogacy Assistance
• Tuition Reimbursement

Deluxe Corporation is an Equal Employment Opportunity employer: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law. Please view the electronic EEO is the Law Poster which serves to inform you of your equal employment opportunity protections as part of the application process.

Reasonable Accommodation for Job Seekers with a Disability: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [e-mail].