Remote

Support Services Analyst

Deltek, Inc.
life insurance, tuition reimbursement, 401(k)
United States, Virginia, Herndon
2291 Wood Oak Drive (Show on map)
Oct 24, 2024
31-Oct-2024 PPM Support Analyst US Remote 9762BR 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. www.deltek.com 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 Do you like getting to know people? Do you like solving problems? We are looking for someone to join our team and grow their talent and career. As a Support Services Analyst, you will be helping our customers resolve their questions and issues for our PPM products through phone, chat, and email. The most successful person in this role is warm and friendly and likes assisting others. This isn't a call center job - you will be collaborating with the customer, product engineering, product management, and senior team members to work the cases to resolution. Project Portfolio Management (PPM): Our on-prem solutions enable informed decision making through the delivery of real-time metrics, project performance analytics and risk reporting. As part of the PPM Team, you will engage with analysts who support the product under the PPM umbrella including Cobra, Open Plan, Acumen, PM Compass, and wInsight. This role is focused primarily on Cobra however you will interact with one or more of the PPM products as you grow in the role. Job Requirements: Keeping tickets updated while interacting with customers via phone, chat, and the customer web portal Resolves software issues using troubleshooting methodologies to isolate root cause Utilizes internal resources effectively to seek answers (Knowledge Base Articles, product documentation, cross-functional collaboration) Manages queue of assigned tickets and prioritizes responsibilities based on urgency, customer service level, and volume Participates in collaborative meetings to discuss technical issues and tracking progress Creates KBs when needed to facilitate quicker response times Familiar with using AI as a technical and organizational tool As your knowledge of our product and industry grows, you will be making a difference with our customers, contributing to the smooth operation of their business. If you are recently re-entering the workforce, looking for a professional change, or just starting out your career, we invite you to apply. We'll provide the product and tools training and you'll be surrounded by a supportive and collaborative team. Qualifications Desire to exceed customer expectations by providing world class customer service Prior customer service experience a plus Prior experience with PPM products (including Cobra, Open Plan, Acumen, PM Compass, and wInsight) or EVM is preferred Excellent time management and organizational skills Strong listening skills Outstanding communication skills, both oral and written Ability to problem solve for researching and troubleshooting customer questions Self-motivated and proactive team member who will utilize time efficiently, share knowledge, and be receptive to others' ideas US Citizenship is Required for this role Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. Deltek Support is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. Compensation Information The U.S. salary range for this position is $46500.00 - $69750.00. 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. 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 / Affirmative 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. 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.