Deluxe

Technical Product Analyst II

Deluxe

full-time

Posted on:

Location Type: Remote

Location: Wisconsin • United States

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Tech Stack

DNSSQLTCP/IP

About the role

  • Providing technical customer service to external and internal customers for Deluxe software.
  • Utilizing internal processes and tools to log, track, update and complete work items initiated by customers.
  • Working independently using comprehensive product knowledge and acting as a go-to resource for peers.
  • Taking tickets from the application group queue focusing on complex client software issues.
  • Handling cases for software hot fix updates for in-house clients.
  • Engaging in client escalations as a case resource.
  • Follows Escalation procedures to ensure progress communication includes peers and management.
  • Using sound judgment to plan, prioritize and schedule efforts for escalated case work.
  • Documenting customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle.

Requirements

  • 2+ year of Help Desk and/or customer service experience
  • 2+ year of scripting experience to include SQL, Progress, Powershell, etc.
  • 2+ year of Basic PC Troubleshooting and/or Repair Document Creation
  • 2+ year of Microsoft Office suite
  • A background in programming Windows OS
  • 2+ year of Workstation OS- 10,7
  • 2+ year of Server OS Networking
  • 2+ year of TCP/IP/DNS Antivirus
  • 2+ year of experience with any of the following Antivirus products
  • Managed Antivirus
  • CrowdStrike
  • Carbon Black
Benefits
  • Healthcare (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
  • Infertility Treatment, Adoption and Surrogacy Assistance
  • Tuition Reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
scriptingSQLProgressPowershellPC troubleshootingrepair document creationMicrosoft OfficeWindows OS programmingWorkstation OSServer OS networking
Soft Skills
technical customer serviceindependent workproduct knowledgecase resourceescalation procedurescommunicationplanningprioritizationschedulingdocumentation