Technical Product Analyst I

This is a fully remote position, open to applicants in Minnesota, +2 more states.

📋 Description

• Deliver technical customer support to external clients for Deluxe software.

• Oversee the support ticketing system and application group queue for incoming support requests.

• Address tickets from the application group queue in accordance with defined SLA guidelines.

• Utilize the appropriate Action ID Codes and document customer interactions, actions performed, current status, and next steps.

• Maintain communication with stakeholders and customers in line with follow-up SLA guidelines.

• Achieve designated utilization goals and performance metrics, including Follow-Up Compliance, First Call Resolution, Direct Transfer Rate, Over-90 inventory, and Mean Time To Resolve.

• Manage incoming client cases and work towards resolution within established product-support guidelines.

• Engage in conference calls, meetings, and collaborative efforts focused on client issues and case resolution.

• Pursue training opportunities to enhance product knowledge.

⛳️ Requirements

• Over 1 year of experience in Help Desk and/or customer service roles.

• More than 1 year of scripting experience, including SQL, Progress, Powershell, etc.

• At least 1 year of basic PC troubleshooting and/or repair experience.

• A minimum of 1 year of experience with the Microsoft Office suite.

• Must be at least 18 years old.

• Bachelor's or Associate's degree in IT or a related field is preferred.

• A programming background is preferred.

• Experience with Windows OS is preferred.

• More than 1 year of experience with Workstation OS-10,7 is preferred.

• Over 1 year of experience with Server OS is preferred.

• At least 1 year of experience with TCP/IP/DNS is preferred.

• A minimum of 1 year of experience with antivirus products such as Managed Antivirus, CrowdStrike, or Carbon Black is preferred.

🏝️ Benefits

• Competitive benefits starting from day one.

• Healthcare coverage (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 coverage.

• Assistance with Infertility Treatment, Adoption, and Surrogacy.

• Tuition Reimbursement.

• Commission or annual performance incentive plan.