15-Apr-2024

US Remote

9302BR

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

As a Support Services Analyst, you will be responsible for providing quality technical software support to clients using Deltek products. Support Services Analysts work in a team environment and provide support to customers via telephone, e-mail, chat, and the web. Work activity involves assessing the nature of customer problems and resolving most support issues. For the most complex issues, the customer is escalated to an appropriate Support Analyst. Deltek's work environment is challenging, innovative, and fun. In this role you will be part of a strong global team of highly technical support analysts focused on getting the right outcome for the customer often having to work with multiple teams to achieve this.

You will provide application support to customers, answering complex questions on function and usage of the Deltek Maconomy ERP via the telephone and internet. Serves as primary Customer Care liaison between company and customer - account management tasks.

The successful candidate will be extremely customer focused yet technical, has the ability to turn complex issues into simple solutions and be able to communicate on many different technical levels. We are looking for someone who is ready to help us show the world how customer support should be done and to break the existing conventions around customer support.

Responsibilities include:

• Meeting KPI's individually and working effectively as part of a team
• Using your advanced technical knowledge to collaborate with peers
• Identifying inefficiencies in process and contributing to improvements
• For the most complex issues, working issue to resolution utilizing other Senior and Development resources as necessary and/or escalating appropriately, ensuring that all information has been gathered in advance
• Effectively managing customer expectations, time and backlog and contributing to the Knowledge Base
• Collaborating with Line Manager, as well as proactively notifying management of any potential issues
• Focusing on continuing to expand product knowledge expertise in skill area and take steps to expand product knowledge outside current skill area
• Contributing to project level initiatives

Qualifications

• At least 1-2 years knowledge and experience supporting proprietary software
• Database server knowledge (SQL or Oracle)
• General Microsoft server operating system
• Experience supporting a web-enabled software application preferred
• Successful history working in a team environment and strong problem solving skills
• Ability to multi-task in a fast-paced environment, operating independently and being self-motivated
• Proficiency with Microsoft Office applications

• A strong customer centric & problem solving approach
• Sound analytical and technical thinking across multiple areas of responsibility
• Ownership with the ability to handle & prioritize multiple tasks at the same time
• Self-sufficient and high-performance personality able to drive tasks under minimum supervision
• Strong written and verbal communication skills, able to communicate with different groups of people (customers, peers, management, development)
• Self-motivated with the ability to work independently as well a drive to learn and expand product knowledge & skill set
• Good presentation skills and IIS and internet security knowledge

Compensation Information

The U.S. salary range for this position is $46500.00 - $69750.00. 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

10%

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.