Technical Product 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.

We offer competitive benefits starting on day one, designed to support your life both in and out of work. 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.

About the Role

Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Strives to work independently while developing comprehensive knowledge of Deluxe software. Monitors support ticketing system, specifically the application group queue, for incoming support issues. Contributes to the team workload by taking tickets from the application group queue within the defined SLA guidelines.

• Uses the appropriate Action ID Codes
• Drafts customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle
• Keeps stakeholders updated as needed to include customer updates based on follow-up SLA guidelines

Responsibilities

Delivers technical support for Deluxe ImageRPS software, including troubleshooting issues related to remittance processing, file ingestion, balancing, and transaction workflows to ensure accurate and timely client operations.

• Participates in conference calls, meetings, and other collaborative engagements for a variety of purposes primarily focused on client issues or case resolution for assigned cases
• Actively seeks out training opportunities to expand product knowledge

Requirements

Basic Qualifications:

• 1+ year of Help Desk and/or customer service experience
• 1+ year of experience with ticketing system (ServiceNow, Zendesk, Jira)
• 1+ year of Basic PC Troubleshooting and/or Repair
• 1+ year of Document Creation using Microsoft Office suite

Preferred Qualifications:

• Bachelor's or Associate's degree in IT or related field
• Experience with Deluxe ImageRPS

Qualifications

Must be 18 years of age or older

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

Pay

The compensation range for this position is $20.00 - $24.00 hourly. This position will be eligible for commission or an annual performance incentive plan. The base pay actually offered will vary depending on job-related knowledge, skills, location, experience and take into account internal equity.

Schedule

This role is not permitted to be filled in the following locations: Alaska, California, Colorado, District of Columbia, Hawaii, Louisiana, Mississippi, Montana, North Dakota, Puerto Rico, Rhode Island, Utah, West Virginia, and Wyoming.