Technical Product Analyst II

Summary

Deluxe is an organization recognized as a top employer that provides software and business services. The Technical Product Analyst II provides technical customer service for Deluxe software, handles complex support cases and escalations, documents troubleshooting activities, communicates with stakeholders, and mentors peers.

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 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, information, analyzes facts or conditions regarding the support issue, and determines next steps. Contributes to team knowledge to increase resolution times for all case types
• Participates in conference calls, meetings, and other collaborative engagements with internal and external customers. Participates in Triage/Bug Scrub meetings for assigned solution
• Mentors others in areas of expertise/product knowledge

Skills

• 2+ year of Help Desk and/or customer service experience
• 2+ year of scripting experience to include SQL, Progress, Powershell, etc
• 2+ year of Basic PC Troubleshooting and/or Repair
• Document Creation
• 2+ year of Microsoft Office suite
• Must be 18 years of age or older
• Bachelors or Associates degree in IT or related field
• A background in programming
• Windows OS
• 2+ year of Workstation OS- 10,7
• 2+ year of Server OS
• Networking 2+ year of TCP/IP/DNS
• Antivirus 2+ year of experience with any of the following Antivirus products
• Managed Antivirus
• CrowdStrike
• Carbon Black

Qualifications

Must Haves

• 2+ year of Help Desk and/or customer service experience
• 2+ year of scripting experience to include SQL, Progress, Powershell, etc
• 2+ year of Basic PC Troubleshooting and/or Repair
• Document Creation
• 2+ year of Microsoft Office suite
• Must be 18 years of age or older

Nice to Haves

• Bachelors or Associates degree in IT or related field
• A background in programming
• Windows OS
• 2+ year of Workstation OS- 10,7
• 2+ year of Server OS
• Networking 2+ year of TCP/IP/DNS
• Antivirus 2+ year of experience with any of the following Antivirus products
• Managed Antivirus
• CrowdStrike
• Carbon Black

Benefits

• 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