Testing - Associate Support Services Analyst

Deltek, Inc.; Herndon (VA); On-site; USD 22,000 - 23,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Paid vacation and holidays

Disability coverage

Tuition reimbursement

Job summary

Deltek, Inc. in Herndon, VA seeks an Associate Support Services Analyst to be the first point of contact for customers. You will respond to inquiries via phone, email, or live chat, resolve issues within SLA, and document interactions accurately.

You will assist customers with product questions, provide step-by-step guidance, and work in a 24/7 support environment. The role requires a Bachelor's degree and at least 2 years in software application or infrastructure support.

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 & hardware, and software applications.
• Excellent communication skills—verbal, written, listening, and interpersonal.
• Ability to handle multiple tasks and work individually or in a team.

Responsibilities

• Acts as the first point of contact for customers.
• Resolves queries and issues within the SLA or escalates if needed.
• Responds to customer inquiries via phone, email, or live chat in a timely, professional manner.
• Assists customers with product-related questions, technical issues, and troubleshooting.
• Documents customer interactions and maintains records of inquiries and resolutions.

Skills

Web technology basics

Networking basics

Hardware knowledge

Software applications

Education

Bachelor's Degree

Job description

Associate Support Services Analysts serves as the first point of contact for our customers.

• Resolves the queries and issues by ensuring that all assigned requests are addressed within the SLA or upscale it further as required.
• Responding to customer inquiries via phone, email, or live chat in a timely and professional manner.
• Assisting customers with product-related questions, technical issues, and troubleshooting.
• Providing step-by-step guidance to customers on how to use our products effectively.
• Documenting customer interactions and maintaining accurate records of customer inquiries and resolutions

• 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 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

The U.S. hourly range for this position is $16.00 - $17.00. This range is subject to change as Deltek takes a number of factors into consideration when determining individual base pay, such as location, job-related knowledge, skills and experience. Certain roles are eligible for additional rewards, including incentive compensation and equity.

Benefits and perks listed here may vary depending on the nature of employment with Deltek. Employees have access to healthcare benefits, a 401(k) plan and company match, paid vacation time and holidays, well-living programs, short-term and long-term disability coverage, basic life insurance and tuition reimbursement.

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