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!

Position Responsibilities

• Customer Support: Deliver world-class support to Deltek’s Maconomy Enterprise and Cloud based customers via email, phone, Chat and our support portal, ensuring timely resolution of technical and functional queries.
• Troubleshooting: Leveraging a problem-solving mindset to diagnose and resolve software issues by analyzing logs, workflows, and configurations. Collaborate with internal teams to escalate and resolve complex problems.
• Knowledge Management: Document solutions and best practices to enhance our knowledge base, ensuring customers and team members can access helpful resources.
• Customer Advocacy: Act as the voice of the customer, sharing feedback and insights with internal teams to enhance product development and support processes.
• Continuous Improvement: Stay updated on Maconomy product updates and support tools to continually improve the service experience.
  
  
  

Qualifications

• Education: Bachelor’s degree in Business, IT, Computer Science, or a related field (or equivalent experience).
• Experience:
• Previous experience in a technical support, application support, or customer service role.
• Familiarity with ERP systems, especially Maconomy, is a strong advantage.
• Skills:
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical audiences.
• Excellent problem-solving and analytical abilities.
• Strong interpersonal skills to build and maintain effective customer relationships.
• Experience with ticketing systems and support tools.
• Ability to manage multiple tasks in a fast-paced environment.
• Attributes:
• Customer-focused mindset with a commitment to delivering exceptional service.
• Collaborative and team-oriented approach.
• Eagerness to learn and adapt to new challenges.
  
  
  

Compensation Information

The U.S. salary range for this position is $46500.00 - $81250.00. 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.