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Estimated Pay $16 per hour
Hours Full-time, Part-time
Location Herndon, VA, United States
Herndon, Virginia

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Estimated Pay
We estimate that this job pays $15.7 per hour based on our data.

$12.59

$15.70

$23.62


About this job

07-Feb-2024

Associate Support Services Analyst - CF24

US Remote

9096BR

Company Summary

As the leading global provider of enterprise software and information solutions for project-based businesses, Deltek helps organizations of all sizes maximize productivity and revenue. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!

Position Responsibilities

We are looking for someone to join our team and grow their talent and career. As an Associate Support Services Analyst, you will be assisting our customers to resolve their questions and issues for various products through phone, chat, and email. An ideal candidate has excellent communication skills, thrives in a fast-paced environment and enjoys assisting others.
This is not a call center job as you will be collaborating and developing lasting relationships with customers, product engineering, product management, and team members to work the cases to resolution.

Your key responsibilities will also include:

  • Assist customers in troubleshooting their questions through phone, chat and email
  • Identify the root cause of application issues using non-technical and technical tools available
  • Communicate issue resolution or escalation details to customers to maximize customer satisfaction
  • Prioritize cases and provide timely resolution or further escalation ensuring compliance to the SLA
  • Collaborate with internal departments for solutions
  • Manage customer expectations
  • Identify any inefficiencies in process and contribute to improvements
  • Contributing to the Knowledge Base via KB Creation and KB linking.
  • Meeting set KPl's

Qualifications

  • Strong finance and accounting knowledge
  • Excellent time management and organizational skills
  • Outstanding communication skills, both oral and written
  • Ability to problem solve for researching and troubleshooting customer questions
  • Self-motivated and proactive team member who will utilize time efficiently, share knowledge, and be receptive to others' ideas
  • Ability to learn new technologies and quickly understand complex problems
  • Desire to exceed customer expectations by providing world class customer service
  • Prior customer service experience, preferably in a software industry

Travel Requirements

No

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify is a registered trademark of the United States Department of Homeland Security.

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you ("Personal Data") to administer and evaluate your application. We are the "controller" of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this