Job Description
20-Nov-2024
Associate Support Services Analyst
US Remote
9824BR
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.
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
Responds to incoming support requests in a prompt, professional and helpful manner.
Clearly documents all Customer interactions via Deltek's case tracking system (Right Now Technologies (RNT)) based on current policies and procedures.
Utilizes basic troubleshooting skills, basic product knowledge and existing knowledge base to resolve low complexity support tickets.
Request assistance from higher level Analysts for support requests that are outside current skill set and/or where the Customer is reporting a high severity issue.
Effectively manages issues and the escalation of issues and eventual resolution within agreed upon SLA's.
Exceed our Customers' expectations by providing world class Customer service.
Demonstrated ability to multi task and effectively organize tasks based on priority
Qualifications
Knowledge of Customer service principles and practices
Excellent listening skills
Problem analysis and problem solving
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 multi-task under pressure
Troubleshooting and researching
Analytical and technical thinking within one's own area of responsibility
Strong oral and written communication
Working knowledge of MS Office Programs (i.e. Excel, Word, Powerpoint, etc.)
Compensation Information
The U.S. salary range for this position is $38500.00 - $67500.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.
Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.
Travel Requirements
No
Compliance Requirements
Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.
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 Employment Candidate Privacy Notice. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process. Deltek
Job Tags
Holiday work, Temporary work, Shift work,