Technical Product Analyst I

First American Payments Systems; United States; Remote; 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 andSur

Tuition Reimbursement

Job summary

Deluxe Corporation is seeking an entry level Technical Customer Service role to log, track, and resolve client issues on Deluxe software. You will monitor tickets, follow SLA guidelines, document actions, and communicate updates to stakeholders.

The role emphasizes independent work and growing product knowledge through training and collaboration. You will participate in calls, assist with case resolution, and contribute to a positive customer experience while developing IT and product expertise.

Qualifications

• 1+ year of Help Desk and/or customer service experience
• 1+ year scripting experience: SQL, Progress, PowerShell
• 1+ year of Basic PC Troubleshooting and/or Repair
• Document Creation
• 1+ year of Microsoft Office suite

Responsibilities

• Monitors support ticketing system for incoming issues and adheres to SLA guidelines.
• Documents interactions, actions, status and next steps in tickets.
• Contributes to team workload by taking tickets from the application group queue.
• Participates in conference calls and meetings to resolve client issues.
• Seeks training opportunities to expand product knowledge.

Skills

Help Desk experience

Customer service

Scripting (SQL, Progress, PowerShell)

Basic PC Troubleshooting

Documentation

Microsoft Office

Education

Bachelor's or Associate's degree in IT or related field

Tools

Windows OS

Server OS

Networking

TCP/IP/DNS

Antivirus

CrowdStrike

Carbon Black

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

• 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
• 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

In 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 Holidays
• Employer-Matched Retirement Plan
• Employee Stock Purchase Plan
• Short-Term and Long-Term Disability
• Infertility Treatment, Adoption and Surrogacy Assistance
• Tuition Reimbursement

These 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].