Associate Ops Analysts

Company Summary

Deltek is the recognized global standard for project-based businesses, delivering software and information solutions that help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees, 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. For more details, please visit www.deltek.com.

Business Summary

Deltek’s award-winning Support Services team provides best-in-class assistance to customers worldwide via phone, chat, and email. Our team is comprised of diverse, collaborative, and passionate professionals from various industries, backgrounds, and professions. Our diversity and passion are our strengths, 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

Job Summary: We are seeking a dedicated and detail-oriented Customer Services Analyst to join our thriving Operations team. The successful candidate will handle customer queries through various communication channels and manage support operational cases. They will understand, research, and apply system and data analysis skills to formulate solutions to service requests and display outstanding customer service to our customers and internal stakeholders.

Main Duties and Responsibilities:

1. Customer Calls:

• Handle incoming customer calls and queries through our Customer Support Centre.
• Provide accurate and timely information to customers regarding their inquiries.

1. Chat Functionality:

• Utilize our chat functionality to communicate effectively with customers.
• Resolve customer issues and provide support through live chat.

1. Support Operations Queue:

• Manage and work on cases from the Support Operations Queue.
• Service requests include customer inquiries on self-service access and functionality, application password resets, customer account and contact data management, and customer product download enablement.
• Ensure all cases are resolved in a timely manner.

1. Ad-hoc Projects and Tasks:

• Participate in various ad-hoc projects and tasks as assigned.
• Collaborate with other team members to improve customer service processes and systems.

Qualifications:

• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Proficiency in using customer support software and chat tools.
• Previous experience in a customer service role is preferred.
• SharePoint experience is an advantage.