Application Support Analyst

2 months ago


Metro Manila, Philippines Deltek Systems (Philippines), Ltd. Full time

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.
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 knowledgeAbility 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 11 hour or 5 day by 9 hour shifts.Hybrid Work Set up 

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