Principal Costpoint Materials Module Support Services Analyst

Position Responsibilities

The Principal Costpoint Materials Module Support Services Analyst is responsible for handling

support requests from new and existing customers on a variety of topics. Using their knowledge of

products or services, as well as outstanding customer service skills, this professional provides front

line and escalated 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.

The Principal Support Services Analyst is responsible for handling support requests from new and

existing customers on a variety of topics. Using their knowledge of products or services, as well as

outstanding customer service skills, this professional provides front line and escalated 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.

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 advanced troubleshooting skills, fundamental product knowledge and knowledge base to resolve

moderate to higher complexity support tickets.

• Contributes to knowledge base content creation.

• Proactively seeks assistance from peers and more senior level analysts for support requests that are

outside current skillset and/or where the customer is reporting a higher severity issue.

• In addition, may mentor or assist junior analysts with troubleshooting and case ticket resolution.

• Effectively manages and escalates issues towards eventual resolution within agreed upon SLA’s.

• Follows documented case handling guidelines with minimal coaching\supervision.

• Exceed customer expectations by providing world class customer service.

• Demonstrates ability to multi task and effectively organize tasks

Qualifications

• Minimum3-5 years Costpoint experience with primary focus on the Materials modules

• Strong knowledge of customer service principles and practices

• Excellent listening skills

• Strong problem analysis and problem solving

• Strong attention to detail

• Ability to work effectively in a team environment

• Ability to thrive in a fast paced environment with shifting priorities

• Ability to learn new technologies and processes quickly

• Good judgement

• Ability multi-task under pressure

• Strong troubleshooting and researching skills

• Strong analytical and technical thinking within one's own area of responsibility and growing knowledge in

secondary product areas

• Strong oral and written communication

• Working knowledge of MS Office Programs (i.e. Excel, Word, Powerpoint, etc.)

Travel Requirements

• No