Technical Product Analyst - Orlando, United States - Deluxe Corporation

Description

Deluxe is looking for a tech savvy individual to provide exceptional technical application support to a diverse client base of financial institutions and corporate

customers. You'll

be joining a team of dedicated individuals supporting a proprietary industry leading software that is our receivables automation solution.
This position provides technical customer service to external customers for respective Deluxe software.

They u tilizes internal processes and tools to log, track, update, and complete work items initiated by customers.

Other responsibilities:
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, documents 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.
Performs to designated utilization goals and achieves a satisfactory evaluation across multiple metrics to include:
·

Follow-Up Compliance
·

First Call Resolution
·

Direct Transfer Rate
·

Over-90 inventory
·

Mean Time To Resolve

Primary focus is on handling incoming client cases and working to resolution within the defined guidelines for the product supported.

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

.

Basic Qualifications :
1+ year of Help Desk and/or customer service experience
1+ year of Basic PC Troubleshooting and/or Repair
Document Creation

• 1+ year of Microsoft Office suite

Preferred Qualifications:
Education
Bachelors or Associates degree in IT or related field
A background in programming
Windows OS
1+ year of Workstation OS- 10,7
1+ year of Server OS
Networking
1+ year of TCP/IP/DNS
Antivirus
1+ year of experience with any of the following Antivirus products

• Managed Antivirus
• CrowdStrike
• Carbon Black

Additional Basic Qualifications:
Must be 18 years of age or older

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

Deluxe Corporation is an Equal Opportunity / Affirmative Action employer:

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status or any other status protected by state or federal law.

EOE/Minorities/Females/Vet/Disability
Please view the electronic

EEO is the Law Poster

which serves to inform you of your equal employment opportunity protections as part of the application process.
Reasonable Accommodation for Job Seekers with a Disability:

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to

.

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