Technical Product Analyst III

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.

• Log, monitor, update, and resolve customer-initiated work items utilizing internal processes and tools.

• Address complex client software challenges and all case types related to assigned software solutions.

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

• Maintain clear communication with customers and stakeholders throughout the lifecycle of support tickets.

• Document customer interactions, actions performed, current status, and subsequent steps.

• Comply with Service Level objectives regarding response and follow-up times.

• Facilitate client escalations to resolution, collaborating with peers, management, Development/QA, and external partners/vendors.

• Lead client bridge or war-room calls during escalated situations.

• Engage in conference calls, meetings, triage, and bug-scrub sessions.

• Act as a subject matter expert and deliver both internal and external product training.

• Create documentation for new features and training purposes.

• Review dashboards and workload, provide assistance during peak case volume days, and help establish workload priorities.

⛳️ Requirements

• High School diploma.

• Minimum of 3 years of Help Desk and/or customer service experience.

• At least 3 years of scripting experience, including SQL, Progress, PowerShell, etc.

• Minimum of 3 years of Basic PC Troubleshooting and/or Repair experience.

• At least 3 years of Deluxe Product Support in a related Business Unit.

• Experience in Document Creation.

• Minimum of 3 years of experience 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: 3+ years of experience with Workstation OS 10, 11.

• Preferred: 3+ years of experience with Server OS 2019-2022.

• Preferred: 3+ years of experience with TCP/IP/DNS.

• Preferred: 3+ years of experience with Managed Antivirus, CrowdStrike, or Carbon Black.

🏝️ Benefits

• Competitive benefits beginning on day one.

• Healthcare options including Medical, Dental, and 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 available.

• Commission or an annual performance incentive plan.

• Emphasis on work-life balance, an inclusive culture, and team support.