Support Services Analyst

Deltek, Inc; Makati; On-site; PHP 480,000 - 720,000; Full time

Job summary

Deltek, Inc. in Makati, Philippines, is seeking a Software Support Specialist for Deltek Maconomy. You will handle customer cases via phone, chat, and email, diagnosing issues across financial management and project modules, and maintaining accurate records.

The role collaborates with Product and Professional Services to resolve defects and improve knowledge bases. The candidate will work in a fast-paced, global support environment, delivering SLA-compliant service and leveraging AI-assisted

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/Finance software

SLA adherence

Communication

Troubleshooting

Tools

AI-assisted tools

Job description

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.

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

Key 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

Qualifications

Required 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 managecustomer 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.

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.