Full-Time

Customer Support Analyst II

Confirmed live in the last 24 hours

PDI Technologies

PDI Technologies

1,001-5,000 employees

Provides payment solutions and loyalty programs

Enterprise Software
Fintech
Consumer Goods

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 and enhance customer engagement, allowing businesses to connect more effectively with their customers. 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 focus on operational efficiency and data security. PDI's goal is to empower its clients to make informed decisions that boost profitability and foster customer loyalty.

Company Stage

N/A

Total Funding

N/A

Headquarters

Alpharetta, Georgia

Founded

N/A

Growth & Insights
Headcount

6 month growth

3%

1 year growth

3%

2 year growth

3%
Simplify Jobs

Simplify's Take

What believers are saying

  • PDI's recent acquisition of Nuspire positions them to offer advanced cybersecurity solutions, potentially attracting a broader client base in the retail and QSR sectors.
  • The introduction of new solutions and an enhanced learning platform demonstrates PDI's commitment to innovation and continuous improvement, which can lead to increased customer satisfaction and retention.
  • Partnerships with companies like Grubhub and Otter expand PDI's reach and enhance their loyalty programs, offering more value to customers and potentially increasing market share.

What critics are saying

  • The highly competitive nature of the retail technology sector means PDI must continuously innovate to maintain its market position.
  • Integration challenges from acquisitions, such as with Nuspire, could lead to operational inefficiencies or cultural clashes.

What makes PDI Technologies unique

  • PDI Technologies stands out by offering a comprehensive suite of solutions tailored specifically for the convenience retail and petroleum wholesale markets, unlike broader retail-focused competitors.
  • Their strategic acquisitions, such as Nuspire, enhance their cybersecurity offerings, providing a unique value proposition in data security for convenience stores and gas stations.
  • PDI's integration of payment solutions with loyalty programs and shopper insights creates a seamless ecosystem that enhances customer engagement and operational efficiency.

Help us improve and share your feedback! Did you find this helpful?