Technical Product Analyst II

Role Overview

• 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

Tech Stack

• DNS
• SQL
• TCP/IP

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