Technical Product Analyst I

Deluxe Corporation; Minnesota; On-site; USD 24,000 - 26,000; Full time

Job summary

Deluxe Corporation in Minnesota is seeking an entry-level Technical Customer Service professional to support our software users. You will log, track, and resolve customer issues, log interactions, and stay within defined SLA guidelines while updating stakeholders on progress.

You will participate in calls and training opportunities to expand product knowledge as you work toward efficient case resolution and customer satisfaction.

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.

Responsibilities

• Provide technical customer service for Deluxe software and log, track, update, and complete work items.
• Monitor the support ticketing system and handle tickets within SLA guidelines.
• Contribute to team workload by taking tickets from the application group queue and documenting interactions, actions, status and next steps.

Skills

Help desk experience

Customer service

Scripting: SQL, Progress, PowerShell

PC Troubleshooting

Documentation creation

Education

Bachelor’s or Associate degree in IT or related field

Tools

CrowdStrike

Carbon Black

Managed Antivirus

Job description

Why Join UsBe 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 ResolvePrimary 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 experience1+ 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 suitePreferred Qualifications:EducationBachelors or Associates degree in IT or related fieldA background in programmingWindows OS1+ year of Workstation OS- 10,71+ year of Server OSNetworking1+ year of TCP/IP/DNSAntivirus1+ year of experience with any of the following Antivirus products• Managed Antivirus• CrowdStrike• Carbon BlackAdditional Basic Qualifications:Must be 18 years of age or olderCompensationThe 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.BenefitsIn line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:Healthcare (Medical, Dental, Vision)Paid Time Off, Volunteer Time Off, and HolidaysEmployer-Matched Retirement PlanEmployee Stock Purchase PlanShort-Term and Long-Term DisabilityInfertility Treatment, Adoption and Surrogacy AssistanceTuition ReimbursementThese benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.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] .