Call Center Analyst I
Why Join UsBe 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.Responsible for providing first-level service to all customers. This includes documenting and resolving Customer Care Cases for each software application and piece of hardware equipment, taking primary ownership of proper Case routing, first level escalation initiation, and Administrative tasks such as emails, faxes, voice mails, and setup of new Accounts. It requires a high degree of accuracy, efficiency, and multi-tasking. Responsible for answering, logging and routing of all Customer Care calls as offered in various forms (phone, email, and voicemail). Response Time Service Level Objects required. Responsible for the updating, closing, and adding repair duration where applicable for hardware and software Cases through SalesForce Service Console and with external vendors. Performs first call technical resolutions via the technical understanding of solutions as gained through documentation, classes, SELF, and shadowing associates on application teams to increase knowledge of products. Ability to multi-task Performing Call Center administrative tasks associated with the handling of electronic faxes, processing of the Professional Services to Customer Care Transitions, Scanner setups, T&M, Hot Fixes, Scanner Swaps, GARDA resets and user creation and routing of ASP setup workflows. Response Time Service Level Objects may apply. Other duties may include but are not limited to the creation of research documents to be used in SalesForce Service Console and assisting other Call Center Associates in their duties as needed on a per day basis. Basic Qualifications:Education and Experience: Basic computer skills.Preferred Qualifications:Education: High School/GEDExperience:+ 1 year of customer service or computer industry experience Banking industry background. Knowledgeable in the use of SalesForce Service Console. Completed personal qualification standards training in customer service. Additional Basic Qualifications:Must be 18 years of age or olderCompensationThe compensation range for this position is $16.00 - $16.10 hourly. This position will be eligible for 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.BenefitsIn line with our commitment to employee wellbeing, our total rewards bene...