Technical Product Analyst II

Deluxe; United States; Remote; USD 34,000 - 41,000; Full time

Benefits offered by this job

Healthcare (Medical, Dental, Vision)

Paid Time Off

Employer-Matched Retirement Plan

Employee Stock Purchase Plan

Short-Term and Long-Term Disability

Tuition Reimbursement

Job summary

Deluxe is seeking a mid-level Help Desk/Customer Service professional to provide technical support for Deluxe software to external and internal customers. You will log, track, and resolve cases, escalate as needed, and communicate clearly throughout the ticket lifecycle.

The role emphasizes independent work, solid product knowledge, adherence to SLAs, and mentoring colleagues. A strong background in IT and Windows environments is preferred.

Qualifications

• 2+ years of Help Desk or customer service experience.
• 2+ years of scripting experience (SQL, Progress, PowerShell, etc.).
• 2+ years of basic PC troubleshooting and/or repair.
• Document creation.
• 2+ years of Microsoft Office suite.

Responsibilities

• Log, track, update, and complete customer work items using internal processes.
• Handle complex client software issues and escalations with independent case work.
• Communicate clearly in writing and verbally; document interactions and next steps.
• Keep stakeholders updated with customer progress and follow-up guidelines.
• Follow SLA objectives for response and follow-up times.
• Document troubleshooting steps and contribute to team knowledge.
• Participate in calls and meetings; mentor others in areas of expertise.

Education

Bachelor's degree in IT or related field

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.

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

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].