Senior Product Support

4 weeks ago

Manila, National Capital Region, Philippines Deltek Systems (Philippines), Ltd. Full time

Job Description:

  • Use critical-thinking skills, technical/product knowledge, and interface with Subject Matter Experts to provide an advanced level of troubleshooting and timely resolutions to complex software issues.

  • Support communication between Customer Care and Engineering teams by managing and communicating the status of cases, issues, and defects.

  • Ensure escalations are written clearly and concisely in English, with easy-to-follow steps to reproduce and other required information.

  • Prioritize escalations and interface with Software Engineers & Quality Engineers when issues cannot be resolved by the Help Desk.

  • Meet with Customer Care, Engineering, and Product Management to assist in the management of cases, issues, and defects.

  • Interacting with cross-functional teams and managers in a globally dispersed work environment.

  • Provide regular and ad hoc reports to Customer Care and Engineering Management on the status of cases escalated to Engineering and the status of defects.

  • Manage distribution of software "review" builds to customers.

Qualifications:

  • A bachelor's degree in computer science, information technology, or similar.

  • 5+ years of hands-on experience supporting database-driven software applications.

  • Excellent written, verbal, and interpersonal communication skills in English.

  • Strong critical thinking, problem-solving, and research skills that translate to an ability to find solutions for customer problems when a solution is not immediately apparent.

  • Proficiency in Microsoft Office software and Microsoft Windows operating systems.

  • Self-starter and fast-learner with the ability to manage multiple priorities in a fast-paced environment.

  • General familiarity with software development life cycles.

Nice to Have

  • Ability to write SQL queries (SQL Server or Oracle) and analyze results.

  • Experience creating SharePoint 365 Lists with Power Apps forms.

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