Full-Time

Customer Support Analyst II

Confirmed live in the last 24 hours

PDI Technologies

PDI Technologies

1,001-5,000 employees

Advanced payment solutions and loyalty programs

Enterprise Software
Fintech
Cybersecurity

Junior, Mid

Maidenhead, UK

Hybrid position in Maidenhead.

Category
Customer Support
Customer Success & Support
Required Skills
Software Testing
SQL
Requirements
  • 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.
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.

PDI Technologies provides payment solutions, loyalty programs, and shopper insights tailored for retail and convenience businesses. Their software and services help streamline operations, enhance customer engagement, and improve data security. With over 40 years of experience, PDI serves more than 1,500 clients, including convenience stores, restaurants, and petroleum wholesalers. The company differentiates itself by offering industry-specific solutions that connect businesses with their customers effectively, using data insights to inform decisions that boost profitability and customer loyalty. The main goal of PDI Technologies is to help its clients increase profits and operational efficiency through advanced technology.

Company Stage

N/A

Total Funding

N/A

Headquarters

Alpharetta, Georgia

Founded

1983

Growth & Insights
Headcount

6 month growth

3%

1 year growth

3%

2 year growth

3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for contactless payments boosts PDI's payment solutions offerings.
  • Sustainability trends align with PDI's consulting services, enhancing brand appeal.
  • Rising need for cybersecurity in retail strengthens PDI's market position post-Nuspire acquisition.

What critics are saying

  • Integration issues with Nuspire may affect PDI's cybersecurity service delivery.
  • Consumer privacy concerns could impact adoption of PDI's bank account validation solutions.
  • Significant investment in sustainability may strain PDI's financial resources.

What makes PDI Technologies unique

  • PDI Technologies offers industry-specific solutions for retail and petroleum wholesale markets.
  • The company integrates advanced payment solutions with loyalty programs and shopper insights.
  • PDI's acquisition of Nuspire enhances its cybersecurity offerings for retail and QSR sectors.

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