Key Responsibilities
- Provide functional and technical support for Deltek Maconomy, handling customer cases through to resolution via phone, chat, and email
- Diagnose, troubleshoot, and document software issues across Maconomy modules, including Financial Management, Project Management, and Resource Planning
- Maintain accurate case records within the support ticketing system, ensuring SLA compliance
- Escalate complex or unresolved issues to senior analysts or internal teams as appropriate
- Collaborate with internal teams including Product, Development, and Professional Services to resolve product defects
- Contribute to knowledge base articles, FAQs, and internal support resources
- Leverage AI-powered support tools and intelligent search capabilities to accelerate case resolution
- Identify recurring issues and flag process or product improvement opportunities to the team
Required Qualifications
- Experience in a software application support or customer-facing technical role
- Familiarity with ERP, financial, or professional services software environments
- Strong analytical and problem-solving skills with the ability to manage customer issues methodically
- Excellent communication skills with the ability to explain technical concepts clearly to non-technical stakeholders
- Experience working to SLAs in a customer-facing environment
- Solid understanding of core financial processes such as general ledger, accounts payable/receivable, or project accounting
- Comfortable working with AI-assisted tools such as intelligent case routing or AI-driven knowledge base platforms.
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