Customer Service Analyst (Mid-Level)

Job description

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency. By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy. We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth. We are recruiting for exceptional software customer support to add to our team. PDI seeks to recruit and develop outstanding professionals that can maximize the use of emerging technologies to create innovative solutions for our customers. We do this while remaining committed to superior customer service. Support Analysts provide sustained support to customers experiencing software and hardware issues. ### Key Responsibilities - Assist customers with PDI Enterprise software issue resolution - Identify, analyze, and resolve customer issues, documenting work in case notes, and escalating issues appropriately - Work closely with SMEs and Software Engineers to create knowledgebase content - Participate in ongoing training and development, and assist with software quality assurance - Create change requests for software enhancements based on customer feedback and issues - Occasionally instruct classes on PDI products or industry best practices for internal and external customers - Mentor other team members to address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated - Provide on-call (after hours) support for evenings, weekends, and holidays as required ### Qualifications - Requires top-notch customer service skills and ability to build rapport - Demonstrable ability to troubleshoot complex software issues and test software applications - Exceptional written and verbal communication and ability to translate complex technical issues into layman’s terms - Ability to multi-task and prioritize issues in a fast-paced work environment - Desire and ability to support and train customers via phone, remote connections, or in person - Proficiency with MS Office Suite ### Preferred Qualifications - Proficiency with Microsoft SQL preferred - Prior experience as end user, or supporting PDI Enterprise preferred