Customer Support Analyst I
Chennai
Engineering – Product Development /
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
The primary job role involves interacting with customers to provide information and solutions in response to inquiries, concerns, issues, and requests about products and services, and act on the requests according to company guidelines.
Key Responsibilities
- Talk customers through a series of actions using chat, phone, or email until the technical issue is resolved.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Properly escalate unresolved issues to appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with customers to ensure their IT systems are fully functional after troubleshooting.
- Provide functional troubleshooting, product feature explanation, and assistance with enhanced product features or changes.
- Develop clear and concise case documentation in the knowledge-sharing database.
- Handle multiple tasks, switch priorities, and focus as needed.
- Provide mentoring, teaching, and technical support to front-line agents.
- Maintain jovial relationships with customers.
Qualifications
- Candidate must be based in Chennai.
- Willing to work the Night Shift 5 days/week.
- Preferred: Work experience as a Desktop Support Engineer, Technical Support Representative, IT Help Desk Technician, or similar role in US Voice Process with International BPO/Call Center Industry
- Hands-on experience with Microsoft Windows operating system.
- Good understanding of Desktop Support Engineer computer systems, mobile devices, and other technical products.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with help desk software and remote desktop applications (e.g. , Salesforce / Intercom / Zendesk and Team Viewer).
- Ability to provide step-by-step technical help, both written and verbal.
- Experience providing excellent service in a customer care role in retail industry is desired.
- Strong computer skills and ability to learn company products, techniques, and processes quickly in the training environment and able to transfer learning to the work environment.
- Excellent problem-solving skills.
- Ability to manage multiple priorities within a high volume and fast paced environment and handle shifting priorities on a daily basis.
- Committed to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals.
- Excellent command of English language (verbal and written).
- Effective listening skills and the ability to inspire confidence while leading customers through the steps to resolve issues via phone and email.
- Preferred: Hindi language fluency.
- 1 to 2 years of Technical Support experience.
- Any Computer Graduate, such as DCA, BCA, BSC computer science or any Commerce Graduate.
- Foundation course in CCNA or CompTIA A+ / Network+ or similar certification, will be an added advantage.
Behavioral Competencies
- Ensures Accountability
- Manages Complexity
- Communicates Effectively
- Balances Stakeholders
- Collaborates Effectively
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.
