▷ [15h Left] Support Services Specialist

3 weeks ago


Delhi, India Deltek Full time
Position Responsibilities

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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