Software Support Specialist — 24/7 Helpdesk

Deltek

Chicago (IL)

On-site

USD 22,000 - 23,000

Full time

4 days ago

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Benefits offered by this job

Healthcare benefits

401(k) plan with company match

Paid vacation and holidays

Job summary

Deltek, Inc. is seeking an Associate Support Services Analyst who serves as the first point of contact for customers, resolving queries within SLA and guiding users through product-related questions and troubleshooting.

You will respond via phone, email, or live chat, documenting interactions and ensuring accurate records. The role requires a Bachelor's Degree and 2+ years in software or infrastructure support, with strong communication skills and the ability to manage multiple tasks in a

Qualifications

Bachelor's degree required.
At least 2 years of experience in software application support and/or infrastructure support.
Basic understanding of Web technology, networking and hardware, and software applications.
Excellent communication skills across verbal, written and interpersonal channels.
Ability to handle multiple tasks and work well in a team or independently.
Open to a 24/8 support environment.

Responsibilities

Serve as the first point of contact for customers.
Resolve queries and issues within the SLA or elevate as needed.
Respond to customer inquiries via phone, email, or live chat in a timely and professional manner.
Assist customers with product questions, technical issues, and troubleshooting.
Provide step-by-step guidance on product usage and document interactions and resolutions.
Maintain accurate records of customer inquiries and resolutions.
Support a 24/7/8 shift environment.