Technical Product Analyst I - Image RPS

Overview

Entry-level Technical Product Analyst I role providing technical customer service to external customers for Deluxe software, working to log, track, update and resolve customer support tickets.

What you'll do

• Monitor the support ticketing system, specifically the application group queue, for incoming support issues.
• Take tickets from the application group queue within the defined SLA guidelines.
• Use the appropriate Action ID Codes and document customer interactions, actions taken, current status and next steps throughout the ticket lifecycle.
• Keep stakeholders updated, including customer updates, based on follow-up SLA guidelines.
• Perform to designated utilization goals and achieve a satisfactory evaluation across metrics including Follow-Up Compliance, First Call Resolution, Direct Transfer Rate, Over 90 inventory and Mean Time To Resolve.
• Focus primarily on handling incoming client cases and working them to resolution within the defined guidelines for the product supported.
• Participate in conference calls, meetings, and other collaborative engagements primarily focused on client issues or case resolution for assigned cases.
• Actively seek out training opportunities to expand product knowledge.

What you'll need

• 1+ year of Help Desk and/or customer service experience.
• 1+ year of scripting experience to include SQL, Progress, Powershell.
• 1+ year of Basic PC Troubleshooting and/or Repair.
• 1+ year of Microsoft Office suite Document Creation.
• Must be 18 years of age or older.

Nice to have

• 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.

Details

• Location: Remote, USA.
• Compensation: $22.50 - $23.75 hourly; eligible for commission or an annual performance incentive plan. Base pay offered will vary depending on job-related knowledge, skills, location, experience and internal equity.