Customer Care Analyst / Customer Support

This will include, but not limited to, post go-live customer support, professional consultation, and internal process development. You will be responsible for providing high-quality HR software support to clients using Deltek's Talent Management product. Work activity involves assisting our clients by troubleshooting issues, answering questions via telephone, e-mail, chat and the internet and ensuring that you are helping the client meet their business objectives. All of this will be achieved through the following:
Applying proven client support techniques, methods and tools, coordinate client requests and managing the progress of each task through the ticket system
Track, report and communicate trends in client issues or needs
Lead interdepartmental team initiatives to resolve customer issues/concerns
Provide guidance to clients on HR best practices
Other duties as assigned
Qualifications
Required Knowledge and Skills:
1-3 years experience in a client service / client facing role
Excellent written and verbal communication
Demonstrated hands-on experience and good working knowledge of software development, testing, change management and project management skills
Demonstrated ability to document and resolve issues
Knowledge of Human Resource Processes and Policies (OFCCP, HRIS, etc)
Proficiency with Microsoft Office applications
Willing to work at nightDesired Knowledge and Skills:
Ability to work in a demanding and rapidly changing environment
Commitment in being pro active and being a problem finder for the clients
E-commerce and front-end (customer facing) project experience
Ability to work independently and manage multiple task assignments
Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
3+ years of demonstrated excellent customer service experience in a call center or office environment
Italian speaking a plus, but not necessary
French speaking a plus, but not necessary