Offer summary

Qualifications:

Bachelor's Degree in any field., Minimum of 2 years experience in software application or infrastructure support., Basic understanding of web technology, networking, and software applications., Strong verbal and written communication skills with the ability to handle complex situations professionally..

Key responsabilities:

Provide second level support for customer queries via phone, chat, and email.

Resolve issues within the service level agreement (SLA) and escalate when necessary.

Collaborate with other departments to ensure timely resolution of customer issues.

Utilize technology to configure products and assist customers with implementation.

Job description

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 dedication 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 unique 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 customers worldwide via phone, chat, and email. Our team is comprised of diverse, collaborative, and passionate professionals from various industries, backgrounds, and professions. Our diversity and passion are our strengths, 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

Key Responsibilities:

Serve as the second level of support for all customer queries.
Resolve queries and issues by ensuring all assigned requests are addressed within the SLA or escalate as required.
Take ownership and responsibility of issues from start to successful resolution and follow the escalation process to speed up resolution.
Work effectively and efficiently in partnership with other departments to prevent delays in resolution.
Apply technology in multiple ways to configure the product and help customers implement Replicon’s products.
Understand product limits and suggest ways to improve the product.
Understand the concepts of other SaaS-based products for integration requests.
Be multi-skilled in all three mediums (phone, chat, and email).

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, and interpersonal skills.
Ability to communicate in a tactful, courteous manner and resolve complex situations professionally.
Ability to handle multiple tasks/projects simultaneously and work effectively individually or in a team environment.
Open to working in a 24/7 support environment.

Travel Requirements: None

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.

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