ERP Customer Support Analyst II

　　Location: US Remote, Temple, TX preferred

　　Employee Level: Individual Contributor

　　Career Level: Mid-Level

　　What You Need:

　　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

　　About the Job:

　　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.

　　What You’ll Do

　　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.

　　We offer:

　　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 

　　At PDI Technologies, diversity is embraced. We are committed to cultivating an environment that is safe, welcoming, and inclusive for all individuals. PDI Technologies is an Equal Opportunity Employer. We agree not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

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