We are seeking a bright, enthusiastic and team oriented Operations Analyst to join our thriving customer support team. We are serious about being easy to do business with, both for our external and internal customers and have an ideal role for someone who is forward thinking, structured and passionate about systems, tools and improving performance.
Your primary responsibilities will include:
Understand, research, and apply system and data analysis skills to formulate solutions to requests for service. 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.
Position will troubleshoot user issues with Customer Care tools and offer guidance and instruction of proper business use of case and call tracking systems, customer web portal, survey tracking tool, and software management download tool.
Log, code, appropriately triage, and catalog resolutions to support cases in case tracking system.
Assist in the implementation, testing and deployment of Customer Care systems and tools.
Work effectively across different Business Units internally
To be successful in this role, we’d love you to have the following:
Must be a US Citizen
Associate/Bachelors degree a plus
3+ years business experience preferred, but open to new college graduate with some customer service/office experience
Excel at problem solving and troubleshooting, and have an intuitive personality enabling you to think creatively and in a forward thinking way
Excellent communication skills
Must demonstrate analytical thinking within one’s own area of responsibility
Must consult and work effectively with peers, direct manager and senior management
Works under general supervision but must be able to work independently
Knowledge of Microsoft applications
Strong customer service skills and attention to detail
Experience in usage of any ticketing system
Knowledge of Rightnow Technologies Call Tracking System, Salesforce.com, Phone Routing Systems, Mass Mailing Applications, Customer Survey Applications are a plus.
Knowledge of personal computer hardware equipment
Internal Number: 6697BR
Better software means better projects. Deltek is the leading global provider of enterprise software and information solutions for project-based businesses. More than 30,000 organizations and millions of users in over 80 countries around the world rely on Deltek for superior levels of project intelligence, management and collaboration. Our industry-focused expertise powers project success by helping firms achieve performance that maximizes productivity and revenue. www.deltek.com