Customer Service Analyst (Mid-Level)

pditechnologies; United States; Hybrid; USD 55,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Professional certifications access

Job summary

pditechnologies is seeking a hands-on Customer Support Specialist to assist customers of enterprise software and related hardware. You will troubleshoot issues, document findings, and collaborate with engineering teams to improve product quality.

The role involves guiding customers by phone, remote connections, or in person, and may include after-hours coverage as needed in a hybrid work setup.

Qualifications

• Strong customer service skills and ability to build rapport with customers.
• Experience troubleshooting complex software issues and testing applications.
• Clear written and spoken communication, able to explain technical problems in accessible language.
• Ability to manage competing priorities in a fast-paced support environment.

Responsibilities

• Investigate customer-reported software/hardware problems, document findings, and escalate as needed.
• Collaborate with engineers and SMEs to develop support documentation and capture feedback.
• Assist with testing and participate in product training; submit enhancement requests.

Skills

Customer service

Troubleshooting complex software

Clear communication

Priority management

Customer education/training

Tools

Microsoft Office

SQL (nice to have)

Job description

Role overview

Provide hands-on support to customers using enterprise software and related hardware. The work combines troubleshooting and customer guidance with issue documentation, collaboration with engineering teams, and contributions to product quality and support resources.

Responsibilities

• Investigate customer-reported software or hardware problems, record findings, and escalate issues when needed.
• Work with subject matter experts and engineers to develop support documentation and share customer feedback.
• Help test software, take part in ongoing product training, and submit requests for product enhancements.
• Support or train customers by phone, remote connection, or in person; occasionally lead product or industry instruction.
• Mentor colleagues and help the team resolve customer concerns promptly.
• Provide after-hours coverage, including evenings, weekends, or holidays, as required.

Requirements

• Strong customer service skills and the ability to build rapport with customers.
• Experience troubleshooting complex software issues and testing applications.
• Clear written and spoken communication, including explaining technical problems in accessible language.
• Ability to manage competing priorities in a fast-paced support environment.
• Comfort supporting and training customers across phone, remote, and in-person settings.
• Proficiency with Microsoft Office applications.

Nice to have

• Familiarity with Microsoft SQL or prior experience using or supporting the enterprise software described in the listing.

Benefits and work setup

The listing describes competitive pay and benefits, a quarterly perks program, time off, and hybrid work where appropriate. It also mentions access to continuing education, professional certifications, and leadership development.