Support Services Analyst

16-Apr-2024

US Remote

9220BR

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. 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 Best Place to Work by Glassdoor, 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

The Support Services Analyst is responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service and technical support via phone, chat, and email for Deltek's products around the world. In addition, this person will provide support for our partners and internal clients as needed.

Work Schedule:

• This position requires Saturday and Sunday shifts.
• Weekly schedule would either be Thursday - Monday or Friday - Tuesday.
• Hours are from 8am-5pm ET.

• Responds to incoming support requests in a prompt, professional and helpful manner.
• Clearly documents all customer interactions via Deltek's case tracking system based on current policies and procedures.
• Utilizes basic troubleshooting skills, fundamental product knowledge and knowledge base to resolve low to moderately complex support tickets. Contributes to knowledge base content creation.
• Proactively seeks assistance from peers and senior level analysts for support requests that are outside current skillset and/or where the customer is reporting a higher severity issue.
• Effectively manages and escalates issues towards eventual resolution within agreed upon SLA's. Follows documented case handling guidelines with moderate coaching\\supervision.
• Exceed customer expectations by providing world class customer service.
• Demonstrates ability to multi task and effectively organize tasks based on priority.

Qualifications

• Basic to advanced knowledge of customer service principals.
• Basic to advanced technical knowledge needed to provide entry level support. SQL Server experience required, Oracle preferred but not required.
• Basic to advanced knowledge of primary product responsibility.
• Previous experience providing high quality customer service via multiple channels, including phone, chat and email.
• Perform job requirements with little to moderate coaching/supervision.
• Ability to work well in a team environment, specifically working closely with team leaders and mentors to grow product, technical and business knowledge
• Ability to provide clear, concise information via a variety of channels to Deltek customers.
• Positive, motivated, self-starter
• US Citizenship is Required for this position.

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 . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.