The Customer Care Analyst is responsible for handling support requests from new and existing customers on a variety of topics. Using his/her knowledge of products or services, as well as outstanding customer service skills, this professional provides front line customer service and technical support via phone, chat, and email for Deltek s products around the world. In addition, this person will provide support for our partners and internal clients as needed.
-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 skillset 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 multi task and effectively organize tasks based on priority.
-Basic to advanced knowledge of customer service principals.
-Basic to advanced accounting, technical and/or functional knowledge needed to provide entry level support.
-Basic to advanced knowledge of primary product responsibility.
-Previous experience providing high quality customer service via multiple channels, including phone, chat and email.
-Basic to advanced knowledge of Deltek software or other ERP system preferred.
Better software means better projects. Deltek is the leading global provider of enterprise software and information solutions for professional services, management and IT consulting, architecture and engineering, marketing and advertising agencies, government contractors and other project-based businesses. More than 23,000 organizations and millions of users in over 80 countries around the world rely on Deltek for superior levels of project intelligence, management and collaboration to research and identify opportunities, win new business, recruit and develop talent, optimize resources and streamline operations. Our industry-focused expertise powers project success by helping firms achieve performance that maximizes productivity and revenue.
For more information, visit www.deltek.com.
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.
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