ERP Customer Support Analyst II

April 27

PDI Technologies

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Connecting Convenience

Analytics & Insights • Managed Services • Digital Transformation • Cloud & Hosting • Machine Learning

501 - 1000

Description

• PDI Technologies 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. • 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 • Why PDI Technologies? • PDI Technologies, Inc. resides at the intersection of productivity and sales growth, delivering powerful solutions that serve as the backbone of the convenience retail and petroleum wholesale ecosystem. By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with their customers.

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 • Proficiency with Microsoft SQL preferred • Prior experience supporting ERP application preferred

Benefits

• Comprehensive benefits package including health, dental, and vision coverage effective immediately • Fully flexible remote work environment • Matching Group Retirement Savings Plan • PTO effective immediately • Quarterly self-investment allowance for personal and professional development, health and wellness, entertainment, travel, charitable giving, tech, travel, etc. • Strong culture that values authenticity, trust, curiosity, and diversity of thought • Our Commitment to Diversity, Inclusion & Belonging