Technical Product Analyst III

Deluxe; United States; On-site; USD 39,000 - 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

Infertility Treatment, Adoption andSur

Surrogacy Assistance

Tuition Reimbursement

Job summary

Deluxe seeks a senior-level technical customer service specialist to provide expert support for our software products. You will log, track, and resolve complex client issues, lead cross-functional escalations, and mentor peers in best-practice service delivery.

Responsibilities include handling complex tickets, updating stakeholders, and guiding teams through escalations. A strong scripting background (SQL, Progress, PowerShell) and extensive help desk experience are required.

Qualifications

• 3+ year of Help Desk or customer service experience.
• 3+ year of scripting experience to include SQL, Progress, Powershell, etc.
• 3+ year of Basic PC Troubleshooting and/or Repair
• 3+ year of Deluxe Product Support in related Business Unit
• Document Creation
• 3+ year of Microsoft Office suite

Responsibilities

• 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 clients both in house and Outsourcing.
• 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.
• Leads client escalations to resolution. Has ability to engage additional resources and cross functional teams as required to resolve issue.
• Follows Escalation procedures to include and engage peers, management, Development/QA departments and outside partner/vendors.
• Uses sound judgment to plan, prioritize and schedule efforts and additional resources as required to get to resolution.
• Keeps all stakeholders informed of progress and updates.
• Has ability to lead client bridge/war room lines during escalated issues.
• Maintains composure under pressure.
• Participates in conference calls, meetings, and other collaborative engagements with internal and external customers.
• Has ability to lead and is an active participant in the Triage/Bug Scrub meetings for assigned solution.
• Acts as a primary subject matter expert on assigned product for both internal and external training of new associates or clients.
• Actively participates in documentation creation on new feature and training.
• Helps achieve team performance expectations through review of dashboards, and workload.
• Assists where needed on high case volume days.
• Aids in setting workload priorities when required.

Skills

Help Desk

SQL

Progress

PowerShell

Documentation

Microsoft Office

Deluxe Product Support

Customer Service

Education

High School

Bachelors or Associates degree in IT or related field

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.
  

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 senior 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. Provides procedural leadership to team members.

• 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 clients both in house and Outsourcing.
• 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.
• Leads client escalations to resolution. Has ability to engage additional resources and cross functional teams as required to resolve issue. Follows Escalation procedures to include and engage peers, management, Development/QA departments and outside partner/vendors. Uses sound judgment to plan, prioritize and schedule efforts and additional resources as required to get to resolution. Keeps all stakeholders informed of progress and updates. Has ability to lead client bridge/war room lines during escalated issues. Maintains composure under pressure.
• Participates in conference calls, meetings, and other collaborative engagements with internal and external customers. Has ability to lead and is an active participant in the Triage/Bug Scrub meetings for assigned solution.
• Acts as a primary subject matter expert on assigned product for both internal and external training of new associates or clients. Actively participates in documentation creation on new feature and training.
• Helps achieve team performance expectations through review of dashboards, and workload. Assists where needed on high case volume days. Aids in setting workload priorities when required.
  

Basic Qualifications

• High School
• 3+ year of Help Desk and/or customer service experience
• 3+ year of scripting experience to include SQL, Progress, Powershell, etc.
• 3+ year of Basic PC Troubleshooting and/or Repair
• 3+ year of Deluxe Product Support in related Business Unit
• Document Creation
• 3+ year of Microsoft Office suite

Preferred Qualifications

• Bachelors or Associates degree in IT or related field
• A background in programming
• 3+ year of Workstation OS- 10,11
• 3+ year of Server OS 2019-2022
• 3+ year of TCP/IP/DNS
• 3+ 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 $28.00 - $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].