Company Summary
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com
Business Summary
Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!
Position Responsibilities
Position Overview:
Are you passionate about providing exceptional support and fluent in Japanese
As a
Support Services Analyst with Deltek, you'll play a key role in delivering high-quality technical support for our Deltek's Replicon product. Working remotely in a collaborative environment, you'll assist customers through phone, email, and chat, assessing issues and resolving the majority of customer inquiries. For more complex cases, you'll coordinate with specialized support teams to ensure efficient solutions. Deltek offers a dynamic, innovative, and engaging work culture where your contributions make a real impact.
Key Responsibilities:
- Serve as a second-level support expert for customer inquiries, resolving issues efficiently or escalating when needed.
- Own and drive each issue from start to finish, adhering to SLAs and using escalation protocols for faster resolutions.
- Collaborate effectively with other departments to streamline issue resolution.
- Apply technical knowledge to configure and support Replicon products, assisting customers with implementations.
- Suggest product improvements based on a solid understanding of technical limits.
- Understand SaaS concepts for integration requests.
- Provide support across all channels: phone, chat, and email.
Qualifications
Qualifications:
- Fluent in spoken and written Japanese is required
- Bachelor's Degree or equivalent experience.
- Minimum of 2 years in software application or infrastructure support.
- Basic knowledge of web technology, networking, hardware, and software applications.
- Strong communication skillstactful, courteous, and professional.
- Ability to handle multiple tasks, work individually, and collaborate within a team.
- Open to a 24/7 support schedule.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a perfect candidate. Deltek Support is a place where everyone can grow. However, you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (Personal Data) to administer and evaluate your application. We are the controller of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process. 
