Customer Service Analyst (Mid-Level)

At Company Confidential, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge Company Confidential 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 Company Confidential with customers through loyalty programs, shopper Company Confidential, and unmatched real-time market intelligence via mobile applications, such as GasBuddy. We’re a Company Confidential 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 Company Confidential while remaining committed to Company Confidential customer service. Support Analysts provide sustained support to customers experiencing software and hardware issues.

Key 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 Company Confidential 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

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

Preferred Qualifications

• Proficiency with Company Confidential SQL preferred
• Prior experience as end user, or supporting PDI Enterprise preferred

PDI is committed to offering a well-rounded benefits Company Confidential, designed to support and care for you, and your family throughout your life and career. Company Confidential includes a competitive salary, market-competitive benefits, and a quarterly perks Company Confidential. We encourage a good work-life balance with Company Confidential 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.

Originally posted on Himalayas

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