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.
✓Contributes to the team workload by taking tickets from the application group queue focusing more on the complex client software issues vs the reoccurring repeatable issues while retaining ability to handle all case types for assigned software solution if required. Responsible for handling cases for software hot fix updates for clients both in house and Outsourcing.
✓Uses timely, clear and concise written and verbal communication, 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 guidelines.
✓Adheres to all the Service Level objectives for Response times and Follow Up times for all cases.
✓Leads client escalations to resolution. Has ability to engage additional resources and cross functional teams as required to resolve issue. Follows Escalation procedures to include and engage peers, management, Development/QA departments and outside partner/vendors. Uses sound judgment to plan, prioritize and schedule efforts and additional resources as required to get to resolution. Keeps all stakeholders informed of progress and updates. Has ability to lead client bridge/war room lines during escalated issues. Maintains composure under pressure.
✓Participates in conference calls, meetings, and other collaborative engagements with internal and external customers. Has ability to lead and is an active participant in the Triage/Bug Scrub meetings for assigned solution.
✓Acts as a primary subject matter expert on assigned product for both internal and external training of new associates or clients. Actively participates in documentation creation on new feature and training.
✓Helps achieve team performance expectations through review of dashboards, and workload. Assists where needed on high case volume days. Aids in setting workload priorities when required.
✓High School
✓3+ year of Help Desk and/or customer service experience
✓3+ year of scripting experience to include SQL, Progress, Powershell, etc.
✓3+ year of Basic PC Troubleshooting and/or Repair
✓3+ year of Deluxe Product Support in related Business Unit
✓Document Creation
✓3+ year of Microsoft Office suite
✓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
