Technical Product Analyst II

Deluxe; Oregon; Hybrid; USD 34,000 - 41,000; 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 a mid-level Help Desk/Technical Support specialist in the United States (Oregon) to provide frontline support for Deluxe software. You will log and track issues, work with internal teams, and escalate complex cases as needed.

The role requires 2+ years in help desk and scripting, plus strong Windows OS and Office proficiency. The position offers day-one benefits and opportunities to mentor peers, with an hourly compensation range and incentives depending on

Qualifications

• 2+ years of Help Desk and/or customer service experience.
• 2+ years of scripting experience (SQL, Progress, PowerShell).
• 2+ years of Basic PC Troubleshooting and/or Repair.
• Document Creation.
• 2+ years of Microsoft Office suite.

Responsibilities

• Provide technical customer service for Deluxe software; log, track, update and complete work items.
• Handle complex client software issues; take tickets from the application group queue and escalate as needed.
• Plan, prioritize and schedule escalated case work; work independently on assigned support cases.
• Maintain clear written and verbal communication; document interactions and next steps throughout the ticket lifecycle.
• Keep stakeholders updated with customer updates per follow-up guidelines.
• Adhere to all Service Level objectives for Response and Follow Up times for all cases.
• Document troubleshooting methodology and contribute to team knowledge to improve resolution times.
• Participate in conference calls, meetings, and triage/bug scrub meetings for assigned solution.
• Mentor others in areas of expertise/product knowledge.

Skills

Help Desk experience

Scripting (SQL)

Scripting (Progress)

PowerShell

Education

Bachelor's degree in IT or related field

Tools

Windows OS

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 a mid-level position providing technical customer service to external and internal customers for respective Deluxe software. Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive product knowledge and acts as a go‑to resource for peers.
• Contributes to the team workload by taking tickets from the application group queue focusing more on the complex client software issues vs the reoccurring repeatable issues while retaining ability to handle all case types for assigned software solution if required. Responsible for handling cases for software hot fix updates for in house clients. Engages in client escalations as a case resource. Follows Escalation procedures to ensure progress communication includes peers, and management.
• Uses sound judgment to plan, prioritize and schedule efforts for escalated case work. Has the ability to work independently on assigned support cases. Maintains composure under pressure.
• Uses timely, clear and concise written and verbal communication, 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 guidelines.
• Adheres to all the Service Level objectives for Response times and Follow Up times for all cases.
• Documents troubleshooting methodology, information, analyzes facts or conditions regarding the support issue, and determines next steps. Contributes to team knowledge to increase resolution times for all case types.
• Participates in conference calls, meetings, and other collaborative engagements with internal and external customers. Participates in Triage/Bug Scrub meetings for assigned solution.
• Mentors others in areas of expertise/product knowledge.

Basic Qualifications

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

Preferred Qualifications

• Bachelors or Associates degree in IT or related field
• A background in programming
• Windows OS
• 2+ year of Workstation OS- 10,7
• 2+ year of Server OS
• Networking 2+ year of TCP/IP/DNS
• Antivirus 2+ 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 $25.00 - $30.00 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

Equal Employment Opportunity

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 .