Technical Product Analyst II - IMS/OnBase Support & Analysis

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

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.