Customer Support & Analytics Analyst — Hybrid, Training & Growth

OpenKrill; United States; Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working arrangements

Competitive salary

Market-competitive benefits

Quarterly perks program

Ample time off

Continuous learning

Professional certifications

Leadership development opportunities

Job summary

PDI Technologies is seeking a Software Customer Support professional to assist customers with PDI Enterprise software issues, document resolutions, and collaborate with engineering to improve knowledge bases.

The role involves training customers, handling after-hours support, and contributing to software quality assurance. Hybrid work options and ongoing professional development are offered.

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.

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

Troubleshooting

Communication

Multi-tasking

Training

MS Office

Tools

MS Office Suite

Microsoft SQL

Job description

PDI Technologies is seeking a Software Customer Support professional to assist customers with PDI Enterprise software issues, document resolutions, and collaborate with engineering to improve knowledge bases.

The role involves training customers, handling after-hours support, and contributing to software quality assurance. Hybrid work options and ongoing professional development are offered.