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United States
Remote only
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.
Responsibilities:
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
1.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.
2. 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
3. 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
Basic Qualifications:
1+ year of Help Desk and/or customer service experience
1+ year of scripting experience to include SQL, Progress, Powershell, etc.
1+ year of Basic PC Troubleshooting and/or Repair
1+ year of Microsoft Office suite
Document Creation
Preferred Qualifications:
Image RPS
Banking, lockbox, remittance or related financial Service experience
Bachelors or Associates degree in IT or related field
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
Compensation
The compensation range for this position is $22.50 - $23.75 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. Our approach considers our employees’ whole selves, ensuring they can thrive both in and outside of work. 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
These benefits are designed to enhance the health, protect the financial security, and provide peace of mind to our employees and their families.
Deluxe Corporation is an Equal Employment Opportunity 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.
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 deluxecareers@deluxe.com.
