Customer Service Analyst (Mid-Level)

Remote; San Francisco (CA); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work

Learning opportunities

Certifications

Job summary

PDI Technologies is hiring for exceptional software customer support to help our global customers maximize the use of our solutions.

As a Support Analyst, you'll troubleshoot, document, collaborate with engineers, contribute to knowledgebase content, train customers, and participate in ongoing training. We offer hybrid work, competitive salary, benefits, and opportunities for continuous learning and leadership development.

Qualifications

• 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.

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

Skills

Customer service excellence

Troubleshooting

Written communication

Multi-tasking

Customer training

MS Office Suite

Tools

Microsoft SQL

MS Office Suite

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.