Support Services Analyst

11291BRCompany 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. \n\n\n\nBusiness 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: The Product Support Engineer (Tier 2) will be part of the Support Services team which uses, top-of-the-line CRM tools like Sales force and other applications. The Product Support Engineer in Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management. In this role you will also be mentoring your allied Support Associate and help increase his/her product & technical knowledge.

Key Responsibilities:

• Resolve the Application Support queries and issues that have been handed over by the Product Support Associate (Tier 1) and ensure that all assigned requests are addressed within the time limit.

• 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

• Understand the customer’s requirement, scope and then prepare a SOW for a custom build it if not available out of box

• 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

Qualifications: • Any Bachelor's Degree

• At least 3 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

Career Interests:Customer SupportPosition Type:FTTravel Requirements:NoApplicant 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 Candidate Privacy Notice (https://education.deltek.com/web/du\_internal/Recruitment/Applicant%20Privacy%20Notice.pdf) Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.

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