Remote Customer Support Analyst I
PDI Software
2021-11-11T08:50:42Z
San Antonio
Texas
United States
Customer Service / Call Center
(No Timezone Provided)
Overview
PDI helps convenience retailers and petroleum wholesalers thrive through digital transformation and enterprise software that enables them to grow topline revenue, optimize operations and unify their business across the entire value chain.
Over 1,500 customers in more than 200,000 locations worldwide count on our leading ERP, logistics, fuel pricing, and marketing cloud solutions to provide insights that increase volume, margin, and customer loyalty. For more than 35 years, our comprehensive suite of solutions and unmatched expertise have helped customers reimagine their enterprise and deliver exceptional customer experiences. Backed by the investment of TA Associates, Genstar, and Insight Partners, PDI is embarking upon an aggressive expansion strategy through internal investment in development as well as intensive M&A activity. In the past five (5) years PDI has completed over 20 acquisitions to build a far broader, more powerful, global company that more fully serves the needs of our customers across their entire supply chain.
Department
PDI is recruiting for exceptional software customer support to add to our team in Temple, TX. 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 Consultants are advanced customer support staff, providing high-touch customer service on any escalated issues and sustained support to customers experiencing software issues.
Primary Job Functions
- Assist customers with PDI 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
Required Skills & Experience
- Requires top-notch customer service skills and the 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
- Up to 5% travel to Temple,TX/Dallas,TX locations for training
- Must be legally permitted to work in the United States.
Educational Requirement
- Bachelor’s degree or equivalent experience in accounting, business or technology
PDI’s employee-oriented culture provides a supportive and dynamic work environment for high achievers. PDI seeks individuals who value continuous learning, hold high ethical standards, and are top performers in their respective fields. We offer competitive wages, professional development, superb culture, and a highly competitive benefits package. For more information about PDI, please visit our website at https://www.profdata.com. PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using E-Verify.
Remote Customer Support Analyst I
Customer Service / Call Center
Overview
PDI helps convenience retailers and petroleum wholesalers thrive through digital transformation and enterprise software that enables them to grow topline revenue, optimize operations and unify their business across the entire value chain.
Over 1,500 customers in more than 200,000 locations worldwide count on our leading ERP, logistics, fuel pricing, and marketing cloud solutions to provide insights that increase volume, margin, and customer loyalty. For more than 35 years, our comprehensive suite of solutions and unmatched expertise have helped customers reimagine their enterprise and deliver exceptional customer experiences. Backed by the investment of TA Associates, Genstar, and Insight Partners, PDI is embarking upon an aggressive expansion strategy through internal investment in development as well as intensive M&A activity. In the past five (5) years PDI has completed over 20 acquisitions to build a far broader, more powerful, global company that more fully serves the needs of our customers across their entire supply chain.
Department
PDI is recruiting for exceptional software customer support to add to our team in Temple, TX. 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 Consultants are advanced customer support staff, providing high-touch customer service on any escalated issues and sustained support to customers experiencing software issues.
Primary Job Functions
- Assist customers with PDI 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
Required Skills & Experience
- Requires top-notch customer service skills and the 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
- Up to 5% travel to Temple,TX/Dallas,TX locations for training
- Must be legally permitted to work in the United States.
Educational Requirement
- Bachelor’s degree or equivalent experience in accounting, business or technology
PDI’s employee-oriented culture provides a supportive and dynamic work environment for high achievers. PDI seeks individuals who value continuous learning, hold high ethical standards, and are top performers in their respective fields. We offer competitive wages, professional development, superb culture, and a highly competitive benefits package. For more information about PDI, please visit our website at https://www.profdata.com. PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using E-Verify.