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Provides technical customer service to external and internal customers for their respective Deluxe solution(s). Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive understanding of Deluxe software. Provides peer support to team members in resolving complicated application issues. Actively participates in job training for new associates for technical skills, customer service skills, and the adaptation of proper Customer Care processes. The Product Analyst will utilize analytical skills, critical thinking, sound judgment, and extensive product knowledge to make decisions regarding all day-to-day operations.
Onboards clients within our hosted environments as SME (Subject Matter Expert) performs technical training to clients for Deluxe solution.
Monitors support ticketing system, specifically the application group queue, for incoming support issues. Contributes to the team workload by taking tickets from the application group queue within the defined SLA/SLO guidelines. Uses the appropriate Action ID Codes, 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 SLA/SLO guidelines.
Identifies repetitive service issues and determines if the issue is a system problem or training issue. Takes steps to resolve through reporting issues to QA/Development for consideration in future development efforts or by working with customers to close training gaps when repetitive issues are deemed to be training related.
Works independently on all assigned service issues to completion within the specific technology of which the individual is a part. Uses good judgment to plan work, set priorities, assemble information, and analyze facts or conditions regarding problems and situations to determine what action to take within limits of standard organizational practice.
Ensures that proper escalation procedures and support processes are followed in the handling of new and ongoing customer calls
Provides quality customer service by actively listening to customers and co-workers. Is dedicated to meeting customer and co-worker needs and requirements as well as maintaining composure under pressure and stress.
Basic Qualifications (BQs)
Associates/Tech Cert plus 2 years of experience in Tech Support or customer service.
Preferred Qualifications (PQs)
2+ years' experience with respective Deluxe product or relevant IT background.
Good written and verbal communication skills.
Tech Support or customer service in a tech industry experience preferred.
Deluxe Corporation is an Equal Opportunity / Affirmative Action 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 [email protected]