9596BRCompany 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. www.deltek.comAuto req ID:9596BRExternal Job Title:Support Services AnalystPosition Responsibilities:

• Responds to incoming support requests in a prompt, professional and helpful manner.

• Clearly documents all customer interactions via Deltek’s case tracking system based on current policies and procedures.

• Utilizes basic troubleshooting skills, fundamental product knowledge and knowledge base to resolve low to moderately complex support tickets. Contributes to knowledge base content creation.

• Proactively seeks assistance from peers and senior level analysts for support requests that are outside current skill set and/or where the customer is reporting a higher severity issue.

• Effectively manages and escalates issues towards eventual resolution within agreed upon SLA’s. Follows documented case handling guidelines with moderate coaching\\supervision.

• Exceed customer expectations by providing world class customer service.

• Demonstrates ability to multitask and effectively organize tasks based on priority.

Work Location:Philippines, Makati City Qualifications:

• Basic to advanced knowledge of customer service principals.

• Basic to advanced technical knowledge needed to provide entry level support. SQL Server experience required, Oracle preferred but not required.

• Basic to advanced knowledge of primary product responsibility.

• Previous experience providing high quality customer service via multiple channels, including phone, chat and email.

• Perform job requirements with little to moderate coaching/supervision.

• Ability to work well in a team environment, specifically working closely with team leaders and mentors to grow product, technical and business knowledge

• Ability to provide clear, concise information via a variety of channels to Deltek customers.

• Positive, motivated, self-starter

  Work Schedule:

• This position requires Saturday and Sunday shifts.

• Weekly schedule would either be Thursday - Monday or Friday - Tuesday.

• Must be flexible to handle 4 days by 10 hour or 5 day by 8 hour shifts.

Travel Requirements:NoApplicant 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 (https://education.deltek.com/web/du_internal/Recruitment/Applicant Privacy Notice.pdf) . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.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!