Application Support Analyst
2 months ago
Position 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.
Qualifications :
- Basic to advanced knowledge of customer service principals.
- Basic to advanced technical knowledge needed to provide entry level support. SQL 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.
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 11 hour or 5 day by 9 hour shifts.Hybrid Work Set up-
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