Customer Service Analyst (Mid-Level)

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.

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

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

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.