Customer Service Analyst (Mid-Level)

PDI Technologies

6d

About The Position

PDI Technologies is recruiting a mid-level Customer Service Analyst to provide sustained support to customers experiencing software and hardware issues. The role supports PDI Enterprise software users by troubleshooting and resolving issues, documenting cases, and escalating problems when appropriate. The analyst collaborates with subject-matter experts and software engineers, contributes to knowledgebase content and software quality assurance, and uses customer feedback to propose software enhancements. The role also includes customer instruction, mentoring teammates, and providing after-hours on-call support as required.

Requirements

• Strong 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 skills, including the ability to explain complex technical issues in lay terms.
• Ability to multitask and prioritize issues in a fast-paced work environment.
• Desire and ability to support and train customers by phone, remote connection, or in person.
• Proficiency with Microsoft Office Suite.

Nice To Haves

• Proficiency with Microsoft SQL.
• Prior experience as an end user of, or in supporting, PDI Enterprise.

Responsibilities

• Assist customers with PDI Enterprise software issue resolution.
• Identify, analyze, and resolve customer issues; document work in case notes and escalate issues appropriately.
• Work with subject-matter experts 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 team members in addressing and resolving customer concerns in a timely manner, and provide feedback to development when indicated.
• Provide on-call after-hours support for evenings, weekends, and holidays as required.

Benefits

• Competitive salary.
• Market-competitive benefits.
• Quarterly perks program.
• Ample time off.
• Hybrid working arrangements where appropriate.
• Continuous learning opportunities.
• Professional certifications.
• Leadership development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed