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
- 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 skills-tactful, courteous, and professional.
- Ability to handle multiple tasks, work individually, and collaborate within a team.
- Open to a 24/7 support schedule.
