Sr Support Services Analyst

19-Mar-2024

US Remote

9227BR

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 Materials Senior Support Services Analyst handles support requests from new and existing Costpoint customers on various topics. Using their knowledge of products or services, as well as outstanding customer service skills, this professional provides front line and escalated 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.

• 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 advanced troubleshooting skills, fundamental product knowledge and knowledge base to resolve moderate to higher complexity support tickets. Contributes to knowledge base content creation.

• Proactively seeks help from peers and more senior-level analysts for support requests outside current skillset and/or where the customer is reporting a higher severity issue.

• In addition, may mentor or assist junior analysts with troubleshooting and case ticket resolution.

• Effectively manages and escalates issues towards eventual resolution within agreed upon SLA's.

• Follows documented case handling guidelines with minimal coaching\\supervision.

• Exceed customer expectations by providing world class customer service.

• Demonstrates ability to multitask and effectively organize tasks

Qualifications

• Minimum 3-4 years Costpoint experience with primary focus on the Materials modules

• Shop Floor Time experience a plus

• Strong knowledge of customer service principles and practices

• Excellent listening skills

• Strong problem analysis and problem solving

• Strong attention to detail

• Ability to work effectively in a team environment

• Ability to thrive in a fast-paced environment with shifting priorities

• Ability to learn new technologies and processes quickly

• Good judgement

• Ability to multi-task under pressure

• Strong troubleshooting and researching skills

• Strong analytical and technical thinking within one's own area of responsibility and growing knowledge in secondary product areas

• Strong oral and written communication

• Working knowledge of MS Office Programs (i.e. Excel, Word, PowerPoint, etc.)

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.