Software Support Analyst (Mid-Level) - Customer Success

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

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.