Offer summary

Qualifications:

2 to 5 years of experience in roles such as Customer Care Analyst, Help Desk Engineer, Quality Control Engineer, or Software Engineer., Strong knowledge of ERP or Professional Service Software is essential., Excellent communication skills, both written and verbal, are required., Ability to read and create SQL queries is a plus..

Key responsabilities:

Act as a liaison between Customer Care and Engineering/Product Management teams.

Test and validate software issues and defects to ensure they are legitimate.

Investigate and develop workarounds for clients facing application feature issues.

Track and manage defect statuses, following up with Engineering as necessary.

Job description

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

The Deltek Engineering and Technology team builds best-in-class solutions to delight customers and meet their business needs. We are laser-focused on software design, development, innovation and quality. Our team of experts has the talent, skills and values to deliver products and services that are easy to use, reliable, sustainable and competitive. If you're looking for a safe environment where ideas are welcome, growth is supported and questions are encouraged – consider joining us as we explore the limitless opportunities of the software industry.

Position Responsibilities

The Help Desk Engineer works closely with the Customer Care, Product Managers and engineering teams and provides extra administration and troubleshooting assistance for cases that cannot be resolved by Customer Care. The HDE works in the Sustaining Engineering area supporting the full suite of Deltek’s Vision/Vantagepoint products.

Liaison between CC and Engineering/Product Management
Test software issues/defects to make sure they are valid defects.
Investigate, develop/come up with a workaround to assist clients who are not able to use the application feature
Analyze data issue and provide fix scripts using SQL management studio/Query Analyzer
Use TFS for defect management and RNT/MS Teams for customer issue management
Escalate issues requiring Engineering or Product Managers’ assistance
Create defects using Azure DevOps/TFS and link information to CC cases
Support communication between Eng, PDM and CC, following up on requests for further information from either Eng or CC about specific escalated cases or defects.
Review cases submitted to Help Desk by CC to determine if existing defects exist; create new defects where not existing
Gather defect fix requests submitted by CC, ensuring requests meet guidelines
Track status of defects and follow up with Engineering.

Qualifications

2 to 5 years working as a Customer Care Analyst, Help Desk Engineer, Quality Control Engineer or Software Engineer.
Excellent level of knowledge of ERP or Professional Service Software
Customer service oriented
Ability to adapt quickly to new technical environments.
Ability to work under tight deadlines and work effectively in an environment with multiple competing priorities.
Strong communication skills including the ability to write clearly and concisely and to present information in a way which facilitates interpretation.
Ability to read and create SQL Queries is a plus.

Excellent proficiency in written and spoken English.

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.

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