Technical Support Specialist - Level 1

Description
The Technical Support Specialist position is an integral part of Deluxe Operations Team as they are the first line of communication with our customers. A successful candidate will utilize their communication skills to ensure all issues are cased and addressed by the Technical Support team.

  • Respond to customers by phone and email queries; guide customer through initial setup of proprietary check scanner and software. through voice instruction or remote assistance tools.
  • Investigate and resolve hardware and software issues.
  • Edit or amend existing procedural and diagnostic documentation.
  • Resolve, forward, or escalate customer issues as required.
  • Review urgent incidents with Tier 2 support team to ensure appropriate steps are taken to resolve situations in a timely manner.
  • Keep customers informed of issue resolutions.
  • Data entry tasks to on board new customers into database
  • Create and maintain support cases: status, summary, follow-up and peer case review.
  • Conduct software release activities.
  • Available for shifts to service clients in the continental US which may include evenings and Canadian Holidays
  • Participate in team meetings and group discussions
  • Other Technical Support related tasks as assigned.


Accountabilities:

Case Management

  • Self-management of assigned caseload
  • Clear and concise documentation of case notes
  • Routing of cases from the assigned shared case queues
  • Creation of new cases from case sources
  • Meeting or exceeding Service Level Agreement (SLA) criteria for case response, workaround and resolution timing.
  • Appropriate case escalation when required
  • Conscientious management of cases and queue monitoring
  • Conduct fair and accurate case reviews for peers

Collaboration with others on issues requiring team involvement for resolution

  • Cover team member shifts as needed during peak times or during team member absence
  • Participate in team meetings and discussions

Customer Communication

  • Contribution to customer web portal content
  • Contribution to customer notices
  • Involvement with periodic customer issue meetings
  • Clear concise and professional verbal communication with customers

Special Events

  • Involvement in onsite events (trade shows, onsite visits, audits)
  • Involvement in offsite events (training, trade shows etc)

Knowledge base Articles

  • Creation/Submission of articles from any issues that impart new or previously undocumented information to resolve
  • Review and refinement of existing articles based on new information or improvements

Management of assigned procedural tasks

  • Involvement with periodic software release outside of typical working hours
  • Ability to work from home in the event of a location shutdown
  • Availability to work holidays to further support customers

Team Building

  • Foster a team-oriented and cross-trained environment with other areas of Deluxe Operations.



Required:

- Bachelor's degree (or equivalent work experience)- Computer Science/Information Technology/Information Systems/Electronics Technology
- 2-5 years of Customer Service or Technical Support experience
- Great customer service and interpersonal skills
- Excellent time management skills
- Good communication

- Ability to react appropriately during system incidents
- Ability to maintain good decision making while under time constraints
- Proficient with operation and support of MS Windows and OSX
- Ability to work effectively in a team on projects.
- Comfortable troubleshooting USB devices
- Comfortable with Registry editing
- Basic Networking knowledge
- Comfortable troubleshooting network enabled devices
- Basic scripting knowledge
- Familiarity with relational databases an asset