Assoc Support Services Analyst

20-Nov-2024

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. 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

• 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.