Technical Product Analyst II

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.

About the Role

Provides technical and functional support for the IMS (OnBase) platform by troubleshooting application issues, resolving customer incidents, and ensuring timely customer communication. Serves as a primary point of contact for support cases, working closely with customers, Development, QA, and other internal teams to drive issues to resolution.

This is a mid-level position providing technical customer service to external and internal customers for respective Deluxe software. Utilizes internal processes and tools to log, track, update, and complete work items initiated by customers. Works independently using comprehensive product knowledge and acts as a go-to resource for peers.

Responsibilities

• Maintains accurate case documentation, follows established support processes, and delivers a high level of customer service.
• Applies problem-solving and analytical skills to resolve complex issues while contributing to continuous improvement and knowledge sharing across the team.
• Contributes to the team workload by taking tickets from the application group queue, focusing more on complex client software issues vs. recurring repeatable issues while retaining the ability to handle all case types for assigned software solution if required.
• Handles cases for software hot fix updates for in-house clients.
• Engages in client escalations as a case resource and follows escalation procedures to ensure progress communication includes peers and management.
• Uses sound judgment to plan, prioritize, and schedule efforts for escalated case work.
• Works independently on assigned support cases and maintains composure under pressure.
• Uses timely, clear, and concise written and verbal communication, documents customer interactions, actions taken, current status, and next steps throughout the support ticket lifecycle.
• Keeps stakeholders updated as needed, including customer updates based on follow-up guidelines.
• Adheres to all Service Level objectives for response times and follow-up times for all cases.
• Documents troubleshooting methodology, information, analyzes facts or conditions regarding the support issue, and determines next steps.
• Contributes to team knowledge to increase resolution times for all case types.
• Participates in conference calls, meetings, and other collaborative engagements with internal and external customers.
• Participates in Triage/Bug Scrub meetings for assigned solution.
• Mentors others in areas of expertise/product knowledge.

Requirements

• 2+ years of Help Desk and/or customer service experience.
• 2+ years of scripting experience to include SQL, Progress, Powershell, etc.
• 2+ years of basic PC troubleshooting and/or repair.
• 2+ years of document creation experience.
• 2+ years of Microsoft Office suite experience.
• Must be 18 years of age or older.

Preferred Qualifications

• Bachelor’s or Associate’s degree in IT or related field.
• A background in programming.
• 2+ years of Workstation OS (Windows 10, 7).
• 2+ years of Server OS experience.
• 2+ years of networking experience (TCP/IP, DNS).
• 2+ years of experience with any of the following antivirus products: Managed Antivirus, CrowdStrike, Carbon Black.

Pay

The compensation range for this position is $26.00 - $27.00 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.

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. Here are some of the benefits we offer, which may vary based on role, location, or hours worked:

• 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.