Customer Support Analyst II
Maidenhead
Support – Customer Support /
Full-time /
Hybrid
At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.
By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy. We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.
Role Overview
As a Customer Support Analyst, you will work as an integral member of the PDI Fuel Pricing Support team, delivering world-class customer service to our customers. Customer Support Analysts are our first line of customer support, providing high-touch customer service and sustained technical support. This role’s primary focus is on case and issue management, user instruction, investigating problems and fixing issues. We strive to offer a consistently high-quality and efficient response to users, while maintaining adherence with customer and internal reporting requirements. The Analyst will also be expected to participate in activities related to continuous improvement of standard PDI systems and processes across the organization. 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 world-class customer service. The role will require basic technical experience with a desire to extend this technical knowledge together with functional knowledge. This role offers the right candidate further career progression through either a technical or functional route.
Responsibilities
- Provide support to external customers and partners who are experiencing issues with company systems; monitor group email queue to respond to customer issues.
- Create cases, assess (triage) and research issues to assist with issue resolution.
- Identify, analyze and resolve customer issues, documenting work in case notes and escalating issues as appropriate.
- Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated.
- Ensure customers are kept up to date on the status of their case.
- Coordination and direct involvement in operational problem resolution for customers across the globe.
- Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
- Participate in both functional and technical training and knowledge transfer for the PDI Fuel Pricing products.
- Support and lead certain elements of transition activities for new customers into Support.
- Continuous improvement – work with other team member to develop, propose and implement improvements in working practices.
- After successful completion of the onboarding process there is the opportunity and expectation that you will provide on-call (after hours) support for evenings, weekends, and holidays as required.
Qualifications
- Experience in troubleshooting software and testing software applications.
- Strong technical skills in SQL and database management.
- Exceptional customer services skills.
- Ability to independently work as a contributing member in a high-paced and focused team.
- Excellent written and verbal communication skills.
- High level of self-organization and attention to detail.
- Strong problem-solving and analytical skills with the ability to work under pressure.
- Highly motivated self-starter with a desire to help others and take action.
- Ability to quickly learn the products and services offered by the company.
PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career. This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements. Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.
