Technical Product Analyst I - Image RPS

Deluxe Corporation; Northern (KY); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Healthcare

PTO

Employer-Matched Retirement Plan

Employee Stock Purchase Plan

Short-Term and Long-Term Disability

Tuition Reimbursement

Job summary

Deluxe Corporation in Kentucky is seeking an entry-level technical customer service specialist to support our software products. You will log, track, and resolve customer issues using internal systems, and work toward solutions within defined SLA guidelines.

You will monitor ticket queues, document interactions, and strive for high first-call resolution while developing product knowledge. The role includes training opportunities, collaboration in calls and meetings, and a pathway to grow in IT

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.
• 1+ year of Microsoft Office suite.
• Document Creation

Responsibilities

• Monitors support ticketing system and logs interactions, updates statuses per SLA and keeps stakeholders updated.
• Contributes to team workload by handling tickets from the application group queue within defined SLA; documents actions and next steps.
• Focus on resolving client issues within defined guidelines; participates in meetings and seeks training to expand knowledge.

Skills

Help Desk experience

Customer service

Documentation

Office suite

Scripting (SQL, Progress, PowerShell)

Basic PC troubleshooting

Education

Bachelor's or Associate degree in IT or related field

Tools

SQL

Progress

PowerShell

Windows 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.

Responsibilities

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

1.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.

2. 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

3. 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
• 1+ year of Microsoft Office suite
• Document Creation

Preferred Qualifications

• Image RPS
• Banking, lockbox, remittance or related financial Service experience
• Bachelors or Associates degree in IT or related field
• 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 $22.50 - $23.75 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].