• Work to ensure client's needs are managed to the highest level of satisfaction. • Respond to clients on general inquiries. • Collaborate with internal operational and portfolio management areas to respond to client needs in a timely manner. • Take immediate action to address issues as they arise, escalating when appropriate. • Proactively offer creative solutions to improve or enhance the client experience. • Participate and sometimes lead projects as needed. • Adhere to process standards and documented procedures.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Associate Support Analyst is responsible for delivering high‑quality technical and functional support to customers using Deltek Project Information Management (PIM). This role requires strong troubleshooting skills, logical analysis, and the ability to work confidently across both the application console and back‑end components. Analysts handle customer inquiries through phone, email, chat, and online channels, ensuring an excellent service experience while resolving issues efficiently and professionally. - Provide timely, professional technical support for customers using Deltek PIM. - Troubleshoot issues across the full stack of the application including configuration, permissions, workflows, logs, data, and performance. - Analyze and resolve issues using IIS tools, SQL queries, system logs, and PIM’s administrative console. - Handle document management, email management, indexing/search behaviors, user access, and business process inquiries. - Communicate clearly and empathetically with customers, ensuring positive service interactions and expectation management. - Create detailed case documentation with clear reproduction steps, findings, and next actions. - Escalate complex issues effectively with complete technical evidence. - Collaborate with Senior Analysts, Engineering, Cloud Operations, and Product teams as needed. - Continuously build technical expertise, product knowledge, and troubleshooting proficiency. Qualifications - Strong troubleshooting and logical problem‑solving abilities; able to break down complex issues and test hypotheses. - Excellent verbal and written communication skills with a customer‑first mindset. - Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Systems, or equivalent technical certification. - 0–2+ years of experience in software support, technical troubleshooting, or customer-facing technical roles. - Ability to multitask, prioritize, and remain calm in a fast‑paced environment. Requirements - Hands‑on experience with IIS (sites, app pools, bindings, authentication, SSL/TLS basics). - Basic to intermediate MS SQL skills, including reading and executing queries, and validating data sets. - Ability to interpret logs and error messages from IIS, PIM services, and Windows Server environments. - Familiarity with web application architecture, browser-to-server interactions, and basic network/Internet security concepts. - Ability to read and understand HTML for troubleshooting interface or document-related issues. Benefits - Basic understanding of common business and finance terms (e.g., invoices, purchase orders, costs, budgets). - Ability to interpret financial-related document metadata and understand customer context during troubleshooting. - Comfort working with documents and data that reference financial terminology. Preferred (Nice to Have) - Experience supporting enterprise, SaaS, or web‑based applications. - Exposure to workflow tools, indexing/search services, or document management systems. - Familiarity with ticketing/CRM systems. - Experience analyzing logs across multiple layers (application, server, network).

• Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions. • Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels. • Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce). • Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions. • Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary. • Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities. • Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability. • Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are currently expanding our remote team and looking for individuals who are passionate about supporting clients and managing multiple responsibilities. In this role, you will assist with coordinating reservations and related services, which may include accommodations, activities, transportation arrangements, and event-based services. This opportunity is an ideal role for those who are organized, communicate effectively, and are comfortable working independently in a remote environment while collaborating with a distributed team. - Assist clients with coordinating personalized service arrangements - Research and compare available options to meet client preferences - Confirm reservations and ensure accuracy of details - Provide clear, professional communication via email and phone - Support updates, modifications, and service-related inquiries - Maintain accurate records and documentation - Complete required training Qualifications - Authorized to work in the US, UK, Mexico, Australia, or Spain - Strong written and verbal English communication skills - Reliable internet connection and smartphone (computer is strongly recommended) - Strong customer service experience is preferred Benefits - Fully remote setting - Flexible schedule - Ongoing training and professional development - Collaborative and supportive team Company Description