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PDI Technologies is seeking a Customer Service Analyst to join its support team. PDI empowers convenience retail and petroleum brands with technology solutions including mobile applications like GasBuddy, loyalty programs, and real-time market intelligence.
In this role, you will provide technical support to customers experiencing software and hardware issues with PDI Enterprise software. You will identify, analyze, and resolve customer issues while documenting work in case notes and escalating appropriately. You'll work closely with subject matter experts and software engineers to create knowledgebase content and participate in ongoing training and quality assurance activities.
Key responsibilities include assisting customers with issue resolution, creating change requests for software enhancements based on customer feedback, occasionally instructing classes on PDI products and industry best practices for internal and external customers, and mentoring other team members. You will also provide on-call support for evenings, weekends, and holidays as required.
The role emphasizes building strong customer relationships, translating complex technical issues into clear language, and supporting customers via phone, remote connections, or in-person visits. You'll contribute to continuous improvement by feeding customer insights back to the development team.
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; ability to translate complex technical issues into layman's terms
- Ability to multi-task and prioritize issues in a fast-paced work environment
- Ability to support and train customers via phone, remote connections, or in person
- Proficiency with MS Office Suite
- Proficiency with Microsoft SQL (preferred)
- Prior experience as end user or supporting PDI Enterprise (preferred)
