Product Training Analyst

Job Overview

Provides technical customer service to external and internal customers for their 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 the support ticketing system, specifically the application group queue, for incoming support issues and contributes to the team workload by taking tickets within the defined SLA guidelines. Uses the appropriate Action , documents customer interactions, actions taken, current status, and next steps throughout the support ticket lifecycle. Keeps stakeholders updated as needed.
• Identifies repetitive service issues and determines whether the issue is a system problem or a training issue. Takes steps to resolve through reporting issues to QA/Development or by working with customers to close training gaps when issues are deemed training related.
• Isolates application or operating system problems for escalation to the proper development organization or system technology team. Works hand‑in‑hand with development to resolve escalated issues, including gathering data and files, initial testing, and ongoing testing toward resolution.

• Associate’s degree or technical certificate plus 2 years of experience in tech support or customer service.
• Experience working with computers in a Microsoft Windows environment.
• Must be 18 years of age or older.

• Bachelor’s degree in Computer Science, IT, or related field.
• 2+ years experience with the WAUSAU product or relevant IT background.
• Good written and verbal communication skills.
• Certifications relevant to tech support are a plus.

• 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

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.

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