Technical Product Analyst II

Visa Hunt; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Deluxe is seeking a mid-level technical customer service professional to support the IMS OnBase platform. You will troubleshoot issues, communicate with customers, and coordinate with Development and QA to drive resolutions.

The role emphasizes documenting interactions, following processes, and maintaining high customer service standards while contributing to continuous improvement and knowledge sharing across the team.

Qualifications

• Experience providing technical customer service for software platforms.
• Strong problem-solving and analytical skills.
• Ability to document and communicate issues clearly to customers and internal teams.
• Proactive in continuous improvement and knowledge sharing.

Responsibilities

• Provide technical and functional support for the IMS (OnBase) platform and troubleshoot customer issues.
• Serve as a primary contact for support cases, coordinating with Development, QA, and internal teams.
• Log, track, and update work items, and ensure timely customer communication throughout the ticket lifecycle.
• Adhere to SLAs and escalate as needed while maintaining composure under pressure.

Skills

Technical support

Customer service

Problem solving

Communication

Team collaboration

Tools

OnBase platform

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.

Provides technical and functional support for the IMS (OnBase) platform by troubleshooting application issues, resolving customer incidents, and ensuring timely customer communication. Serves as a primary point of contact for support cases, working closely with customers, Development, QA, and other internal teams to drive issues to resolution. Maintains accurate case documentation, follows established support processes, and delivers a high level of customer service. Applies problem-solving and analytical skills to resolve complex issues while contributing to continuous improvement and knowledge sharing across the team.

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