Call Center Analyst I

Why Join Us

Be part of an organization that’s driving change and consistently recognized as a top employer. At Deluxe, we know that great people build great companies—and we invest in you accordingly. We’re proud to be recognized as a Great Place to Work and a top workplace for Moms, Dads, LGBTQ+ employees, and Veterans.

42% of our employees have stayed for 10+ years, citing our people, benefits, work-life balance, inclusive culture, and team support as key reasons why.

Responsibilities

• Provide first-level service to all customers, including documenting and resolving Customer Care Cases for each software application and piece of hardware equipment.
• Take primary ownership of proper Case routing, first-level escalation initiation, and administrative tasks such as emails, faxes, voice mails, and setup of new Accounts.
• Answer, log, and route all Customer Care calls via phone, email, and voicemail to meet Response Time Service Level Objectives.
• Update, close, and add repair duration for hardware and software Cases through SalesForce Service Console and with external vendors.
• Perform first-call technical resolutions using knowledge gained from documentation, training, and shadowing associates on application teams.
• Multi-task and handle Call Center administrative tasks, including processing electronic faxes, Professional Services transitions, scanner setups, T&M, Hot Fixes, Scanner Swaps, GARDA resets, and user creation/routing of ASP setup workflows.
• Create research documents for use in SalesForce Service Console and assist other Call Center Associates as needed.

Requirements

• Basic computer skills.
• Must be 18 years of age or older.

Preferred Qualifications

• High School diploma or GED.
• 1 year of customer service or computer industry experience.
• Banking industry background.
• Knowledgeable in the use of SalesForce Service Console.
• Completed personal qualification standards training in customer service.

Pay

The compensation range for this position is $16.00 - $16.10 hourly. This position is eligible for an annual performance incentive plan. The base pay offered will vary depending on job-related knowledge, skills, location, experience, and internal equity.

Benefits

In line with our commitment to employee wellbeing, our total rewards benefits package is designed to support the physical, financial, and emotional health of our employees, tailored to meet their unique and evolving needs.

• 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

These benefits are designed to enhance health, protect financial security, and provide peace of mind to our employees and their families. Benefits may vary based on role, location, or hours worked.