Technical Product Analyst III

🔥 11 minutes ago

🇺🇸 United States – Remote

💵 $28 - $30 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔍 Product Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Deluxe

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1915

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Deluxe is a leading financial services technology company that specializes in payment processing and data solutions. With over 100 years of experience, it connects small businesses, financial institutions, and major brands through a comprehensive suite of payment methods and financial services. Deluxe processes over $3 trillion in payment volume annually, offering tools for receivables, payables, and marketing, aimed at helping businesses grow and manage their finances efficiently.

📋 Description

• Provide technical customer service to external and internal customers for Deluxe software • Log, track, update, and complete customer-initiated work items using internal processes and tools • Handle complex client software issues and all case types for assigned software solutions • Handle software hot-fix update cases for in-house and outsourced clients • Communicate clearly with customers and stakeholders throughout the support ticket lifecycle • Document customer interactions, actions taken, current status, and next steps • Adhere to Service Level objectives for response and follow-up times • Lead client escalations to resolution and engage peers, management, Development/QA, and external partners/vendors • Lead client bridge or war-room calls during escalated issues • Participate in conference calls, meetings, triage, and bug-scrub meetings • Serve as a subject matter expert and provide internal and external product training • Create documentation for new features and training • Review dashboards and workload, assist during high case-volume days, and help set workload priorities

🎯 Requirements

• High School • 3+ year of Help Desk and/or customer service experience • 3+ year of scripting experience to include SQL, Progress, Powershell, etc. • 3+ year of Basic PC Troubleshooting and/or Repair • 3+ year of Deluxe Product Support in related Business Unit • Document Creation • 3+ year of Microsoft Office suite • Must be 18 years of age or older • Preferred: Bachelors or Associates degree in IT or related field • Preferred: A background in programming • Preferred: 3+ year of Workstation OS- 10,11 • Preferred: 3+ year of Server OS 2019-2022 • Preferred: 3+ year of TCP/IP/DNS • Preferred: 3+ year of experience with Managed Antivirus, CrowdStrike, or Carbon Black

🏖️ Benefits

• Competitive benefits starting on day one • 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 • Commission or an annual performance incentive plan • Work-life balance, inclusive culture, and team support