Customer Service Analyst (Mid-Level)

PDI Technologies; Oregon; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Continuous learning & certifications

Competitive benefits

Job summary

PDI Technologies, Inc. seeks a Software Customer Support professional to assist customers with PDI Enterprise software issues, diagnose problems, and guide users to effective solutions.

The role emphasizes clear communication, collaborative troubleshooting with SMEs and engineers, and participation in ongoing training, QA, and occasional after-hours support. Hybrid work arrangements and a strong focus on customer success are offered.

Qualifications

• Requires top-notch customer service skills.
• Able to troubleshoot complex software issues.
• Excellent written and verbal communication.

Responsibilities

• Assist customers with PDI Enterprise software issues.
• Analyze and resolve issues; document in case notes; escalate as needed.
• Collaborate with SMEs and Engineers to build knowledgebase content.
• Participate in training and QA activities.
• Create change requests for software enhancements based on feedback.
• Occasionally teach classes on PDI products and best practices.
• Mentor teammates to resolve concerns and feed back to development.
• Provide on-call support after hours, including evenings, weekends, and holidays.

Skills

Customer Service

Troubleshooting

Communication

Multi-tasking

Training customers

MS Office

Tools

Microsoft SQL

PDI Enterprise familiarity

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

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career. This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements. Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.