▷ [15h Left] Support Services Specialist
3 weeks ago
Senior Support Services Analyst will be responsible for providing advanced technical support and guidance to our customers and internal teams. They play a critical role in diagnosing complex technical issues, implementing solutions, and driving continuous
improvement in our support processes. The Support Services Analsyt in Deltek | Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management.
Key Responsibilities:
- Works mostly on large enterprise accounts with complex configurations and custom integrations- Serving as a subject matter expert and escalation point for complex technical issues, providing guidance and assistance to junior support analysts.- Leading the resolution of high-priority incidents, conducting in-depth troubleshooting, root cause analysis, and implementing sustainable solutions.- Effective and efficient working in partnership with other departments like Engineering, Cloud Ops and Product Management, etc. to prevent delays in resolution.- Mentoring and coaching junior support analysts, providing technical guidance, knowledge transfer, and skill development opportunities.- Solid understanding of product limits and suggesting ways of improving the product- Contributing to the development and maintenance of support documentation, knowledge base articles, and best practices.
Qualifications
- Any Bachelor's Degree- At least 7-8 years of experience in software application support and/or infrastructure support- Understanding of Web technology, basic networking, hardware knowledge and software applications- Experience of Windows platforms including configuration e.g. configure software to connect to Internet application servers, SSO configuration, API, Webservices- Understanding of SQL Server or Oracle database management systems.- Excellent communication skills - verbal, written, listening skills and interpersonal skills- Ability to communicate in a tactful, courteous manner and to deal with and resolve complex situations in a professional manner- Ability to handle multiple tasks/projects simultaneously and effectively work individually or in a team environment- Open to work in a 24/7 support environment
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