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Support Services Analyst

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

The Deltek Corporate Development team plays a vital role in spearheading initiatives that drive the company's go-to-market strategies. We help foster business growth, expansion and maturity by creating and delivering value to internal stakeholders and our growing partner and customer ecosystems. As part of our dynamic team, you'll collaborate with product, marketing, sales and partner alliance organizations to challenge conventions and deliver exceptional, high-quality product solutions.

Position Responsibilities

The Support Services Analyst will be part of the Support Services team which uses, top-of-the-line CRM tools like Sales force and other applications. The Support Services Analsyt in Deltek|Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management.

• Resolve the Application Support queries and issues that have been handed over by the Associate Support Analysts (Tier 1) and ensure that all assigned requests are addressed within the time limit set by the Product Support Associate (Tier 1)
• Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution.
• Effective and efficient working in partnership with other departments to prevent delay in resolution
• Applying technology in multiple ways to configure the product and helping the customer implement Replicons products. 
• Documenting customer interactions, troubleshooting steps, and resolutions accurately in our CRM system.
• Solid understanding of product limits and suggesting ways of improving the product
• Logically understanding the concepts of other SaaS based products for integration requests
• Proactively identifying trends or recurring issues and recommending process improvements or product enhancements to minimize future incidents.

Qualifications

• Any Bachelor's Degree
• At least 4 years of experience in software application support and/or infrastructure support
• Understanding of Web technology, basic networking, hardware knowledge and software applications
• Experience of Windows platforms including configuration e.g. configure software to connect to Internet application servers, SSO configuration, API, Webservices
• Understanding of SQL Server or Oracle database management systems.
• Excellent communication skills - verbal, written, listening skills and interpersonal skills
• Ability to communicate in a tactful, courteous manner and to deal with and resolve complex situations in a professional manner
• Ability to handle multiple tasks/projects simultaneously and effectively work individually or in a team environment
• Open to work in a 24/7 support environment

Roles and Responsibilities:

1. Contribute in all phases of the development lifecycle
2. Write well designed, testable, efficient code
3. Ensure designs comply with specifications
4. Prepare and produce releases of software components
5. Support continuous improvement by investigating alternatives and technologies and presenting these for architectural review
6. Ensure continual knowledge management
7. Adherence to the organizational guidelines and processes

Skills /Competencies: a. Bachelor/Master’s degree with good experience in computer programming b.4+ years working experience in application development using Java

Essential Skills:

1. Hands on experience in designing and developing applications using Java EE platforms
2. Object Oriented analysis and design using common design patterns.
3. Profound insight of Java and JEE internals (Data structure, Algorithm and time complexity, Memory Management, Transaction management etc)
4. Excellent knowledge of Relational Databases, SQL and ORM technologies (JPA2, Hibernate)
5. Experience in the Spring Framework
6. Experience in developing web applications using at least one popular web framework (JSF, Wicket, GWT, Spring MVC) and UI technology (Angular/React JS)
7. Ability to operate independently while establishing strong working relationships with co-workers and cross-functional teams
8. Strong organizational and prioritization skills
9. Demonstrate critical attention to detail and deadlines, and are self-motivated
10. Ability to adapt to changes in direction and priorities in a project and deadline-oriented environment
11. Strong written and verbal English communication skills
12. Problem-solving attitude

Preferred skills Good to have –

1. Knowledge in any UI technology (Angular, React, JS)
2. Intermediate level knowledge of Unix environment (User commands, not System Admin commands)
3. Understanding of capital markets and middle/back office processes in the financial services space

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a profitable, disruptive, and fast growing SaaS company, they caught the eye of many and recently raised $60M in funding. Headquartered in Dallas, Texas, many team members work for the company remotely from around the world while maintaining a strong company culture and work-life balance. Want to learn more?

Check out our website:

www.gohighlevel.com

Who You Are:

You are searching for an opportunity to impact the experience of SaaS customers at the very start of their customer journey. Providing them with world class engagement the moment they start their trial of the HighLevel platform. Your creative and strategic problem solving skills allow you to meet the demands of our prospective customers by intelligently speaking to the solutions HighLevel offers and how it will benefit their business. Our results based atmosphere will give you the autonomy to work independently on some projects and collaborate with various departments on others. Our prospective customers will look to you as a subject matter expert on how the HighLevel platform fits into their business strategy and to make them successful. Tie it all together with an all hands on deck attitude and excellent communication skills and this is the job for you.

This role is 100% remote.

What You’ll Do:

● Engage and nurture new customer relationships.

● Align solutions to the customer’s goals, needs and objectives.

● Develop strong rapport with a pipeline of new business customers through inbound customer engagement.

● Leverage all top of funnel customer demographic information to craft a relevant customer centric demonstration of the HighLevel platform that drives maximum trial conversion.

● Learn, understand, and be able to articulate the Value Proposition of the HighLevel platform to impact conversion to trial metrics.

● Conduct consultative trial engagements for HighLevel’s sales process via phone, SMS, email, and ticketed support driving them to the best trial for their business.

● Collaborate with customers, cross-functional teams, and subject matter experts to identify compelling solutions.

● Work efficiently in a team setting on projects to successful completion.

● Exercise judgment in developing and implementing methods and techniques to obtain desired results following industry best practices.

● Deliver right-sized technology solutions/services within the allocated budget.

● Provide technical support to customers, if needed.

● Develop technical documentation in order to optimize demo environments.

● Support business development and marketing initiatives by meeting with customers and prospective customers, attending industry events, and giving presentations.

● Complete other duties as required/assigned.

What You’ll Bring:

● Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred.

● 2-4 Years of previous customer service experience in a relevant capacity, preferably in Customer Success or Tech Support.

● A strong technical aptitude to help our users succeed with the HighLevel software.

● Experience working with and or ability to learn the use of various CRM Systems.

● Working Knowledge of the following applications is strongly preferred. Google Suite, Zoom, Facebook, Instagram, LinkedIn and other social media.

● Working Knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO.

● Demonstrated experience to learn quickly and apply new technologies to solve problems.

● Ability to develop and maintain deep knowledge of customers, data, business, and markets.

● Demonstrated ability to communicate well with colleagues and customers, both written and oral.

● Ability to pass a pre-employment background check.

EEO Statement:

At HighLevel we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Role & responsibilities

• Senior Java developer with 6 to 10 years of experience having worked on Java, SpringBoot, Hibernate, Microservices, Redis, AWS S3
• Contribute to all stages of the software development lifecycle
• Design, implement, and maintain Java-based applications that can be high-volume and low-latency
• Analyze user requirements to define business objectives
• Envisioning system features and functionality
• Define application objectives and functionality
• Ensure application designs conform to business goals
• Develop and test software
• Should have good experience in Code Review
• Expecting to be 100% hands-on while working with the clients directly
• Performing requirement analysis
• Developing high-quality and detailed designs
• Conducting unit testing using automated unit test frameworks
• Identifying risk and conducting mitigation action planning
• Reviewing the work of other developers and providing feedback
• Using coding standards and best practices to ensure quality
• Communicating with customers to resolve issues
• Good Communication Skills 

Primary Responsibilities: 

• Y-Axis receives over 45,000 enquiries each month. You will be responsible for counseling these enquiries and selling our services, over the phone, email & in person. 
• Advice on the overseas options available, so as to enable the candidates & their family make an educated choice & the right decision. 
• Give clear and accurate information based on the current immigration & visa laws & policies. 
• Provide a fair and neutral evaluation of a candidate’s profile. 
• Provide a personal global career strategy customized to their needs. 
• Achieve excellent customer service by proactively responding to client queries and advising 
• customers on their overseas immigration and visa needs. 
• Meet the assigned targets 

Qualifications & Responsibilities

Year of Experience : 3- 8 yrs

Location : Bangalore, Delhi, Mumbai, Pune

Work on ISO 27001 & NIST based Information Security Management System implementation and sustenance.

-          Responsible for SOX (IT Security Controls) and track the monthly/quarterly/annual control reports and drive effectiveness of SOX controls.

-          Work on Business Continuity Planning, IT Disaster Recovery as per ISO27001 & NIST requirements

-          Assess information security posture, identify the gaps/risks in the existing environment and develop solutions to mitigate the identified gaps/risk

-          Conduct Information Systems audits covering IT infrastructure assets

-          Working knowledge in security domains such as: security governance policies and procedures, risk management, compliance, access control, network security, security architecture, security incident response, disaster recovery, business continuity management, privacy and data protection

-          Experience in leveraging industry standards and frameworks such as ISO/IEC 27001, NIST CSF/800-171, etc.

-          Possesses certifications such as ISO27001 LA. CISSP, CISA certification- preferred

Why NCG?

WHO WE ARE DRIVES WHAT WE DO!

We Don't build the organization; we create an everlasting family. Our people express a sense of winning together when times are good and sticking together when times are tough.

Are you a Doer or Achiever?

Well, at NCG, our doors are Open for Doers and Achievers alike. We are a Cult where we create, innovate, learn and Contribute in a comfortable, transparent, and fair environment.

Joining NCG means contributing to a shared ambition for reliable work culture, tackling extraordinary technological challenges in multicultural teams, preserving your work/life balance, and more!

• Graduate degree with a strong academic performance from a top tier university
• You can think in terms of the big picture but deliver on the details
• You have an instinct for great product design and are an advocate for new features with qualitative and quantitative reasoning
• You do whatever it takes to make your product and team successful, whether that means writing a testing plan, analyzing large data sets, or hunting down the root cause of a user’s frustration
• You can turn incomplete, conflicting, or ambiguous inputs into solid action plans
• You communicate with empathy, precision, and clarity
• You are technical enough to ask engineers good questions about architecture and product decisions alike
• Beyond just shipping new products, you obsess about continuous product improvement
• While we generally value attitude over skills, we expect that you’ve spent at least five years in a fast-paced product management role

What you will be doing:

• Grow an efficient, collaborative team of data scientists, data engineers, and BI developers by hiring, coaching, mentoring, and sharing feedback that preserves company culture and values
• Prioritize work for your team, making rational tradeoffs on priorities based on business constraints, ensuring on-time deliverables and high-quality solutions
• Working with our Engineering teams to improve and advance our development practices based on a data-driven and analytical approach
• Collaborate and maintain a high level of interaction and cooperation with technical and non-technical stakeholders across Gelato
• Partner closely with our product team and stakeholders to improve planning and prioritization
• Drive the analytics and data science roadmap in Gelato
• Work in European time zones
• Who you are

Should be able to take responsibility and work independently.

- Professional experience with C#, .NET & OOPS

- Skill for writing reusable C# libraries