Technical Product Analyst I – Image RPS

This is a fully remote position, open to applicants in United States.

📋 Description

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

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

• Manage tickets from the application group queue in accordance with established SLA guidelines.

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

• Keep stakeholders and clients informed following the follow-up SLA guidelines.

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

• Address incoming client cases and work towards resolution within specified product-support guidelines.

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

• Pursue training opportunities to enhance product knowledge.

⛳️ Requirements

• A minimum of 1 year of Help Desk and/or customer service experience.

• At least 1 year of scripting experience, including SQL, Progress, Powershell, etc.

• 1+ year of experience in Basic PC Troubleshooting and/or Repair.

• 1+ year of experience with the Microsoft Office suite.

• Experience in Document Creation.

• Must be 18 years of age or older.

• Preferred: Experience with Image RPS.

• Preferred: Experience in Banking, Lockbox, Remittance, or related financial services.

• Preferred: Bachelor's or Associate's degree in IT or a related field.

• Preferred: Background in programming.

• Preferred: 1+ year of experience with TCP/IP/DNS.

• Preferred: 1+ year of experience with Workstation OS-10,7.

• Preferred: 1+ year of experience with Server OS.

• Preferred: 1+ year of experience with antivirus products.

• Knowledge of Windows OS, Networking, Antivirus, Managed Antivirus, CrowdStrike, and Carbon Black.

🏝️ Benefits

• Competitive benefits beginning on 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 benefits.

• Infertility Treatment, Adoption, and Surrogacy Assistance.

• Tuition Reimbursement.

• Commission or an annual performance incentive plan.