Job Description

This role is not permitted to be filled in the following locations Alaska, California, Colorado, Hawaii, Louisiana, Mississippi, North Dakota, Puerto Rico, Rhode Island, Washington, West Virginia, and Wyoming.

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:

\xc2\xb7 Follow-Up Compliance

\xc2\xb7 First Call Resolution

\xc2\xb7 Direct Transfer Rate

\xc2\xb7 Over-90 inventory

\xc2\xb7 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.

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

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

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 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 .

Deluxe