Technical Product Analyst II

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

📋 Description

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

• Record, monitor, update, and resolve customer-initiated tasks utilizing internal processes and tools.

• Address intricate client software issues and manage all case types for designated software solutions.

• Manage software hot-fix update cases for in-house clients.

• Participate in client escalations and adhere to escalation protocols.

• Organize, prioritize, and schedule work related to escalated cases.

• Maintain clear communication with customers, colleagues, and management throughout the lifecycle of support tickets.

• Document customer interactions, troubleshooting approaches, actions taken, current status, and next steps.

• Keep stakeholders informed in accordance with follow-up guidelines.

• Achieve Service Level objectives for response and follow-up times.

• Analyze support issues, identify next steps, and contribute to the team's knowledge base.

• Engage in conference calls, meetings, collaborative efforts, and Triage/Bug Scrub sessions.

• Provide mentorship to others in areas of expertise and product knowledge.

⛳️ Requirements

• A minimum of 2 years of Help Desk and/or customer service experience.

• At least 2 years of scripting experience, including SQL, Progress, PowerShell, etc.

• A minimum of 2 years of Basic PC Troubleshooting and/or Repair experience.

• Experience in Document Creation.

• At least 2 years of proficiency with the Microsoft Office suite.

• Must be 18 years of age or older.

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

• Preferred: A background in programming.

• Preferred: Familiarity with Windows OS.

• Preferred: 2+ years of experience with Workstation OS (Windows 10, 7).

• Preferred: 2+ years of experience with Server OS.

• Preferred: 2+ years of experience in Networking, specifically TCP/IP/DNS.

• Preferred: 2+ years of experience with antivirus solutions, including Managed Antivirus, CrowdStrike, or Carbon Black.

🏝️ Benefits

• Competitive benefits starting from day one.

• Comprehensive 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 for Infertility Treatment, Adoption, and Surrogacy.

• Tuition Reimbursement.

• Opportunity for commission or an annual performance incentive plan.