Testing - Associate Support Services Analyst

Deltek; United States; Remote; USD 22,000 - 23,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan with employer match

Paid vacation and holidays

Disability protection

Life insurance

Tuition reimbursement

Job summary

Deltek is seeking an Associate Support Services Analyst to act as the first point of contact for customers worldwide. You will resolve queries within SLA, assist with product questions, and guide customers through troubleshooting.

You will work in a 24/7 support environment with a focus on delivering clear, professional communication and maintaining thorough records of customer interactions.

Qualifications

• Bachelor's degree required.
• 2+ years 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 skills.
• Ability to communicate tactfully and resolve complex situations professionally.
• Ability to handle multiple tasks and work independently or in a team.
• Open to work in a 24/7 support environment.

Responsibilities

• Serve as the first point of contact for customers.
• Resolve queries and issues within SLA or escalate as needed.
• Respond to inquiries via phone, email, or live chat promptly and professionally.
• Assist customers with product-related questions and troubleshooting.
• Provide step-by-step guidance on using our products.
• Document interactions and maintain accurate records of inquiries and resolutions.

Skills

Communication skills

Teamwork

Problem solving

Multitasking

24/7 support

Professional demeanor

Education

Bachelor's Degree

Job description

Company 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.

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

• 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 elevate 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

Qualifications

• 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

Career InterestsCustomer Support

Compensation Info

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.

Position TypeFT

Travel Requirements

No

Compliance Requirements

Certain roles may have additional privacy, security and compliance requirements to the extent they support Costpoint GCCM or similar product offerings.

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affidant Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify® is a registered trademark of the United States Department of Homeland Security.

E-Verify

Job Expires05-Jan-2027