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 :
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!
External Job Title :
Support Services Analyst
Position Responsibilities :
- Serves as the second level of support to all the customers’ queries.
- Resolves the queries and issues by ensuring that all assigned requests are addressed within the SLA or escalate it further as required.
- Take ownership and responsibility of issues from start through to a successful resolution and follow the escalation process, to speed up the resolution.
- Effective & 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.
- Solid understanding of product limits and suggesting ways of improving the product
- Logically understanding the concepts of other SaaS based products for integration requests.
- Need to be multi skilled in all three mediums (phone. Chats and emails.)
Qualifications :
- Any Bachelor's Degree
- At least 2 years of experience in software application support and/or infrastructure support
- Basic understanding of Web technology, basic networking & hardware knowledge, and software applications
- 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
Shubham Vishwakarma
Full Stack Developer - Averlon
About Deltek
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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