Technical Product Analyst I

Requirements

• 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
• Document Creation
• 1+ year of Microsoft Office suite
• Education
• Bachelors or Associates degree in IT or related field
• experince with Deluxe ImageRPS
• 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, District of Columbia, Hawaii, Louisiana, Mississippi, Montana, North Dakota, Puerto Rico, Rhode Island, Utah, West Virginia, and Wyoming.

Benefits

Additional Information

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. Provide end-user support for the ImageRPS application, ensuring efficient processing and troubleshooting of remittance transactions. Now is your chance to join an organization that drives change. We're a company that's consistently on top employer lists. Why join us: There is a reason we boast numerous awards like "Great Place to Work Certified" and "Best Place to Work" For Moms, Dads, LGBTQ, and VETS (just to name a few). At Deluxe, we know that great people make a great organization. We value our people so offer the typical benefits (401K, PTO, Medical, Dental) PLUS: Flexible time off, volunteer time off, paid maternity/paternity leave, tuition reimbursement, pet bereavement and more! A culture that keeps people. 42% of our team has been here over 10 years. When we asked our team why, we heard the people, benefits, family/home time, diversity, and team culture. This is an early career position providing technical customer service to external customers for respective Deluxe software. 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, 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. 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. 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. Actively seeks out training opportunities to expand product knowledge.

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