Customer Support Analyst

Customer Support Analyst

The Customer Support Analyst (CSA) serves as a liaison for our outsourcing vendors and customers. This includes receipt, research and resolution on all customers processing issues. This could also include receipt and analysis of vendor/customer adds/deletes/changes of parameter or program requirements to submit to other internal partners for implementation.Tracking of open requests is reported to the Operations Support & Customer Relationship teams and CS Management. CSA is responsible for vendor/customer oversight to ensure timely turnaround of requests for subsequent customer approval and vendor development.

Job Duties

• CSA actively participates in vendor operations review site visits and manage visit findings and resolutions. In addition, the CSA is a direct escalation contact for our vendors/customers to Deluxe support and is responsible for maintaining all outsourcing customer notification lists on Outlook and/or CRM.
• The CSA participates in any strategic planning meetings with the vendor/customer as the Lockbox Outsourcing OperationsCS representative andworks in partnership with the overall Deluxe Lockbox Outsourcing teams.

• Manages all vendor/customer support activities, including customer requested add/delete/changes to an existing set-up.

Basic Qualifications (BQs)

Education and Experience:HS/GED plus 2 years customer service or software application installations.

Preferred Qualifications (PQs)

Education:Associates degree or certification.

Experience:3 years working with large customer accounts. Support Magic experience is helpful. WFS application knowledge helpful. Knowledge of operating systems and networking beneficial.

Knowledge of banking remittance industry. Familiar with system configuration and application architecture. Proficient in the use of customer tracking software. Proficient in Microsoft Office Suite. Proficient in MS Excel.

Additional Basic Qualifications:

Must be 18 years of age or older

Deluxe Corporation is an Equal Opportunity / Affirmative Action 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.

EOE/Minorities/Females/Vet/Disability

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 [email protected].