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Replicon

Sr Support Services Analyst

Early Applicant
  • 4 weeks ago
  • Be among the first 50 applicants

Job Description

Senior Support Services Analyst will be responsible for providing advanced technical support and guidance to our customers and internal teams. They play a critical role in diagnosing complex technical issues, implementing solutions, and driving continuous improvement in our support processes. The Support Services Analsyt in Deltek|Replicon is not only a Support professional, but also a good researcher, a tester and a consultant to both customers and product management.
  • Works mostly on large enterprise accounts with complex configurations and custom integrations
  • Serving as a subject matter expert and escalation point for complex technical issues, providing guidance and assistance to junior support analysts.
  • Leading the resolution of high-priority incidents, conducting in-depth troubleshooting, root cause analysis, and implementing sustainable solutions.
  • Effective and efficient working in partnership with other departments like Engineering, Cloud Ops and Product Management, etc. to prevent delays in resolution.
  • Mentoring and coaching junior support analysts, providing technical guidance, knowledge transfer, and skill development opportunities.
  • Solid understanding of product limits and suggesting ways of improving the product
  • Contributing to the development and maintenance of support documentation, knowledge base articles, and best practices.

More Info

Industry:Other

Job Type:Permanent Job

Skills Required

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Date Posted: 09/10/2024

Job ID: 95716439

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