Product Training Analyst

Why Join Us 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. Provides technical customer service to external and internal customers for their respective remote deposit capture product(s). Utilizes internal processes and tools to log, track, update and complete work items initiated by customers. Works independently using comprehensive understanding of remote deposit capture 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. Identifies repetitive service issues and determines if the issue is a system problem or training issue. Takes steps to resolve through reporting issues to QA/Development for consideration in future development efforts or by working with customers to close training gaps when repetitive issues are deemed to be training related. Isolates application or operating system problems so that they can be escalated to the proper development organization or system technology team. Takes ownership and works hand in hand with development to resolve escalated issues including gathering data and files, initial testing and ongoing tests in the path to resolution. Basic Qualifications (BQs) Education and Experience: Associates/Tech Cert plus 2 years of experience in Tech Support or customer service. Experience working with computers in a Microsoft Windows environment. Preferred Qualifications (PQs) Education: Bachelor’s Degree in Computer Science, IT. Experience: 2+ years experience with respective WAUSAU product or relevant IT background. Good written and verbal communication skills. 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. Deluxe Corporation is an Equal Employment Opportunity 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. Please view the electronic EEO is the Law Poster ( 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 View email address on click.appcast.io. #J-18808-Ljbffr Deluxe