Note: The job is a remote job and is open to candidates in USA. PDI Technologies is hiring a Customer Service Analyst to provide sustained support to customers experiencing software and hardware issues. The role focuses on resolving customer issues, collaborating with technical teams, supporting software quality assurance, and helping customers use PDI Enterprise software.

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

• 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

Benefits

• Quarterly perks program
• Ample time off
• Hybrid working arrangements, where appropriate
• Continuous learning
• Professional certifications
• Leadership development opportunities
• Remote work (US)

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