AI-Driven ERP Support Analyst

Deltek Systems (Philippines), Ltd.; Makati; On-site; PHP 420,000 - 560,000; Full time

Job summary

Deltek Systems (Philippines), Ltd. in Makati City is seeking a dedicated Support Services Analyst to join our global team. You will handle functional and technical support for Deltek Maconomy, assisting customers via phone, chat, and email to resolve issues and maintain satisfaction.

The role emphasizes collaboration with Product, Development, and Professional Services, adherence to SLAs, and contribution to knowledge bases and AI-assisted support tools.

Qualifications

• Experience in a software application support or customer-facing technical role.
• Familiarity with ERP, financial, or professional services software environments.
• Strong analytical and problem-solving skills with the ability to manage customer issues methodically.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical stakeholders.
• Experience working to SLAs in a customer-facing environment.
• Solid understanding of core financial processes such as general ledger, accounts payable/receivable, or project accounting.
• Comfortable working with AI-assisted tools such as intelligent case routing or AI-driven knowledge base platforms.

Responsibilities

• Provide functional and technical support for Deltek Maconomy, handling customer cases through to resolution via phone, chat, and email
• Diagnose, troubleshoot, and document software issues across Maconomy modules, including Financial Management, Project Management, and Resource Planning
• Maintain accurate case records within the support ticketing system, ensuring SLA compliance
• Escalate complex or unresolved issues to senior analysts or internal teams as appropriate
• Collaborate with internal teams including Product, Development, and Professional Services to resolve product defects
• Contribute to knowledge base articles, FAQs, and internal support resources
• Leverage AI-powered support tools and intelligent search capabilities to accelerate case resolution
• Identify recurring issues and flag process or product improvement opportunities to the team

Skills

Software support

ERP familiarity

Analytical thinking

Clear communication

SLA experience

Financial processes knowledge

AI-assisted tools

Job description

Deltek Systems (Philippines), Ltd. in Makati City is seeking a dedicated Support Services Analyst to join our global team. You will handle functional and technical support for Deltek Maconomy, assisting customers via phone, chat, and email to resolve issues and maintain satisfaction.

The role emphasizes collaboration with Product, Development, and Professional Services, adherence to SLAs, and contribution to knowledge bases and AI-assisted support tools.