Support Consultant
PDI
Temple, TX
Overview

PDI helps convenience store retailers and petroleum wholesale marketers worldwide thrive in a digital economy with enterprise management software. Over 1,200 customers operating more than 100,000 locations trust PDI to optimize their operations, whether they are a single site, multi-site, dealer or a franchise operator. PDI's enterprise software, wholesale and logistics management software solutions and retail back office systems have been designed around the evolving needs of customers for more than 35 years. We reimagine enterprise management to help our customers transform their business and deliver exceptional experiences. Backed by the investment of TA Associates and Genstar, PDI is embarking upon an aggressive expansion strategy through internal investment in development as well as intensive M&A activity. The result will be a broader, more powerful, international company that serves customers across the entire supply chain, from wholesalers, to retailers, and every stop in between.

Department

PDI is recruiting for exceptional software customer support to add to our team in Temple, TX. 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 superior customer service. Support Consultants are advanced customer support staff, providing high-touch customer service on any escalated issues and sustained support to customers experiencing software issues.

Primary Job Functions

Assist customers with PDI software issue resolution
Identify, analyze, and resolve customer issues, documenting work in case notes, and escalating issues appropriately
Work closely with SMEs and Software Engineers to create knowledgebase content
Participate in ongoing training and development, and assist with software quality assurance
Create change requests for software enhancements based on customer feedback and issues
Occasionally instruct classes on PDI products or industry best practices for internal and external customers
Mentor other team members to address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated
Provide on-call (after hours) support for evenings, weekends, and holidays as required
Required Skills & Experience

Requires top-notch customer service skills and ability to build rapport
Demonstrable ability to troubleshoot complex software issues and test software applications
Exceptional written and verbal communication and ability to translate complex technical issues into layman's terms
Ability to multi-task and prioritize issues in a fast-paced work environment
Desire and ability to support and train customers via phone, remote connections, or in person
Proficiency with MS Office Suite
Educational Requirement

Bachelor's degree or equivalent experience in accounting, business or technology
PDI's employee-oriented culture provides a supportive and dynamic work environment for high achievers. PDI seeks individuals who value continuous learning, hold high ethical standards, and are top performers in their respective fields. We offer competitive wages, professional development, superb culture, and a highly competitive benefits package. For more information about PDI, please visit our website at https://www.pdisoftware.com. PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using e-Verify.

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