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Support Service Analyst
Support Service Analyst
Deltek's logo

Support Service Analyst

shwetha V's profile picture
Posted by shwetha V
3 - 7 yrs
Best in industry
Remote only
Skills
Product support
Troubleshooting

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


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Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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About Deltek

Founded :
1983
Type :
Product
Size :
1000-5000
Stage :
Profitable

About

Project-based businesses transform the world we live in. Deltek innovates and delivers software and solutions that power them to achieve their purpose. Our industry-specific software and information solutions maximize our customers' performance at every stage of the project lifecycle by enabling superior levels of project intelligence, management and collaboration.


Deltek is the recognized global standard for project-based businesses across government contracting and professional services industries, helping more than 30,000 organizations of all sizes deliver on their mission.


With over 4,200 employees worldwide, our team of industry experts is passionately committed to creating exceptional customer experiences.

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Shubham Vishwakarma

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