Provides technical and functional support for the IMS (OnBase) platform by troubleshooting application issues, resolving customer incidents, and ensuring timely customer communication. Serves as a primary point of contact for support cases, working closely with customers, Development, QA, and other internal teams to drive issues to resolution. Maintains accurate case documentation, follows established support processes, and delivers a high level of customer service. Applies problem-solving and analytical skills to resolve complex issues while contributing to continuous improvement and knowledge sharing across the team.
This is a mid-level position providing technical customer service to external and internal customers for respective Deluxe software.Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive product knowledge and acts as a go-to resource for peers.
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 in house clients. Engages in client escalations as a case resource. Follows Escalation procedures to ensure progress communication includes peers, and management. Uses sound judgment to plan, prioritize and schedule efforts for escalated case work. Has the ability to work independently on assigned support cases. Maintains composure under pressure.
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.
Documents troubleshooting methodology, information, analyzes facts or conditions regarding the support issue, and determines next steps. Contributes to team knowledge to increase resolution times for all case types.
Participates in conference calls, meetings, and other collaborative engagements with internal and external customers. Participates in Triage/Bug Scrub meetings for assigned solution.
Mentors others in areas of expertise/product knowledge.
Basic Qualifications:
2+ year of Help Desk and/or customer service experience
2+ year of scripting experience to include SQL, Progress, Powershell, etc.
2+ year of Basic PC Troubleshooting and/or Repair
Document Creation
• 2+ year of Microsoft Office suite
Preferred Qualifications:
Education
Bachelors or Associates degree in IT or related field
A background in programming
Windows OS
2+ year of Workstation OS- 10,7
2+ year of Server OS
Networking
2+ year of TCP/IP/DNS
Antivirus
2+ 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
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.
