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Deltek, Inc.

Associate Customer Care Analyst


We are looking for someone to join our team and grow their talent and career. As an Associate Customer Care Analyst, you will be assisting our customers to resolve their questions and issues for the WorkBook product through phone, chat, and email. An ideal candidate has excellent communication skills, thrives in a fast-paced environment and enjoys assisting others.
This is not a call center job as you will be collaborating and developing lasting relationships with customers, product engineering, product management, and team members to work the cases to resolution.

Your key responsibilities will also include:

  • Assist customers in troubleshooting their questions through phone, chat and email
  • Identify the root cause of application issues using non-technical and technical tools available
  • Communicate issue resolution or escalation details to customers to maximize customer satisfaction
  • Prioritize cases and provide timely resolution or further escalation ensuring compliance to the SLA
  • Collaborate with internal departments forsolutions
  • Manage customer expectations
  • Identify any inefficiencies in process and contribute to improvements
  • Contributing to the Knowledge Base via KB Creation and KB linking.
  • Meeting set KPl's


  • Strong finance and accounting knowledge
  • Excellent time management and organizational skills
  • Outstanding communication skills, both oral and written
  • Ability to problem solve for researching and troubleshooting customer questions
  • Self-motivated and proactive team member who will utilize time efficiently, share knowledge, and be receptive to others' ideas
  • Ability to learn new technologies and quickly understand complex problems
  • Desire to exceed customer expectations by providing world class customer service
  • Prior customer service experience, preferably in a software industry

Travel Requirements


Posted in February 14, 2023

Expired in May 15, 2023