Customer Support Analyst II
| Company | PDI Technologies |
|---|---|
| Location | Temple, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- 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
Responsibilities
- 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
Preferred Qualifications
- Proficiency with Microsoft SQL preferred
- Prior experience as end user, or supporting PDI Enterprise preferred