About the position
This is an entry level 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. 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.
Responsibilities
- Provide technical customer service to external customers for Deluxe software.
- Utilize internal processes and tools to log, track, update and complete work items initiated by customers.
- Monitor support ticketing system for incoming support issues.
- Contribute to team workload by taking tickets from the application group queue within defined SLA guidelines.
- Document customer interactions, actions taken, current status and next steps throughout the support ticket lifecycle.
- Keep stakeholders updated as needed, including customer updates based on follow-up SLA guidelines.
- Achieve designated utilization goals and satisfactory evaluations across multiple metrics.
- Participate in conference calls, meetings, and other collaborative engagements focused on client issues or case resolution.
- Actively seek out training opportunities to expand product knowledge.
Requirements
- 1+ year of Help Desk and/or customer service experience.
- 1+ year of Basic PC Troubleshooting and/or Repair.
- 1+ year of Microsoft Office suite.
Nice-to-haves
- Bachelor's or Associate's 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.
- 1+ year of experience with any of the following Antivirus products: Managed Antivirus, CrowdStrike, Carbon Black.
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
