Replicon

Company Summary

As the leading global provider of enterprise software and information solutions for project-based businesses, Deltek helps organizations of all sizes maximize productivity and revenue. 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 Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Auto req ID

9135BR

External Job Title

Associate Support Services Analyst

Position Responsibilities

• Frontline support via e-mail and phone to troubleshoot external user issues by accessing our Deltek Support Services web portal to engage with the Deltek Support Services Team. 
• Log, code, appropriately triage, and catalog resolutions to support cases in the case tracking system.
• Regularly monitor case progress, assess how well tasks are advancing, and make adjustments as needed.
• Manage customer expectations through clear communication.
• Will be responsible for efficiently distributing cases to appropriate team members.
• Ensure that scheduled team members are available to accept phone calls during their assigned shift.
• May be tasked to design and generate reports using RightNow.

Work Location

Philippines, Makati City

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related discipline.
• Must have customer support experience.
• Good customer service and organizational skills are a must.
• Work well under pressure and adaptable in managing multiple tasks and priorities.
• Strong English (oral and written) communication, reasoning, and logic skills.
• Must have keen attention to detail.
• Familiarity with Finance or Accounting systems is a plus.
• Successful history working in a team environment.
• With reliable attendance to ensure smooth operations.
• Must be willing to work in shifts.

Travel Requirements

No

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.

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!