Customer Support Analyst II

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. 

Key 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, Skills and Abilities

• 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.