Technical Product Analyst II — Advanced Support & Escalations

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

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.