Responds to incoming and escalated support requests in a prompt, professional and helpful manner.
Ensures all incoming tickets have necessary / required information before assigning to appropriate teams.
Effectively manage escalated issues towards eventual resolution within agreed upon SLA’s.
Follows documented case handling guidelines with little to no coaching supervision.
Clearly document Customer, Cloud Operations, and other interactions via Deltek’s case tracking system based on current policies and procedures.
Demonstrate ability to multi task and effectively organize tasks based on priority.
Build and generate reports related to DCO queue
Minimum Education : Diploma / Certification in IT or Service Related Discipline
Preferred Education : Bachelor's Degree or Higher
Minimum Experience : 2 - 4 years Customer Service
Preferred Experience : 4 - 6 years Customer Service
Functional Knowledge :
Advanced knowledge of customer service principals.
Advanced knowledge of operating in an SLO driven environment
Advanced knowledge of primary product responsibility as well as strong knowledge of secondary product areas
Business Expertise :
Previous experience providing high quality customer service via multiple channels, including phone, chat and email.
Previous experience working in an 24x7x365 operations department
Desired Skills / Abilities :
Advanced knowledge of customer service principles and practices
Excellent listening skills
Advanced problem analysis and problem solving
Advanced 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
Ability multi-task under pressure
Strong analytical and technical thinking within one's own area of responsibility and growing knowledge in secondary product areas
Advanced oral and written communication skills
Working knowledge of MS Office Programs (i.e. Excel, Word, PowerPoint, etc.)
Working knowledge of ticketing or queue management system (i.e. Oracle RightNow)
Working knowledge of MS SQL Server and Windows Server
Strong leadership skills
Deltek is the leading global provider of enterprise software and solutions for government contractors, professional services firms and other project-
based businesses. For decades, we have delivered actionable insight that empowers our customers to unlock their business potential.
22,000 organizations and millions of users in over 80 countries around the world rely on Deltek to research and identify opportunities, win new business, recruit and develop talent, optimize resources, streamline operations and deliver more profitable projects.
Deltek. Know more. Do more.® www.deltek.com