Technical Product Analyst I – Image RPS

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

📋 Description

• Deliver technical support to external customers utilizing Deluxe software.

• Supervise the support ticket system and application group queue for incoming support requests.

• Address tickets from the application group queue within established SLA guidelines.

• Apply suitable Action ID Codes and record customer interactions, actions taken, current status, and subsequent steps throughout the ticket's lifecycle.

• Keep stakeholders and customers informed according to follow-up SLA guidelines.

• Achieve assigned utilization targets and maintain satisfactory performance across Follow-Up Compliance, First Call Resolution, Direct Transfer Rate, Over-90 inventory, and Mean Time To Resolve.

• Manage incoming client cases and resolve them within defined product-support criteria.

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

• Pursue training opportunities to enhance product knowledge.

• Operate independently while acquiring in-depth knowledge of Deluxe software.

⛳️ Requirements

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

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

• A minimum of 1 year in Basic PC Troubleshooting and/or Repair.

• At least 1 year of experience with the Microsoft Office suite.

• Experience in Document Creation.

• Must be at least 18 years of age.

• Preferred: Experience with Image RPS.

• Preferred: Background in Banking, lockbox, remittance, or related financial services.

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

• Preferred: Knowledge in programming.

• Preferred: Familiarity with Windows OS.

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

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

• Preferred: Understanding of Networking.

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

• Preferred: Experience with Antivirus solutions, including Managed Antivirus, CrowdStrike, or 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 coverage.

• Support for Infertility Treatment, Adoption, and Surrogacy Assistance.

• Tuition Reimbursement.

• Commission or an annual performance incentive plan.