Support Specialist

Company: PDI Software
Location: Sugar Land
Posted on: February 19, 2021

Job Description:

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.

Job Summary

Come join our talented and passionate team of support and training specialist who genuinely enjoy helping our customers solve their issues and train them to use our product. We are looking for multiple energetic people who take great pride in providing excellent, delightful service and training to our customer.

Responsibilities

• Answers customer inquiries by chat, email and phone.
• Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes.
• Technical mentoring: teaches and provides technical support to front-line agents
• Clear and concise case documentation in knowledge share database.
• Handles multiple tasks, switches priorities and focuses as needed
• Assist in Tier 1, 2 & 3 issues if bandwidth permits
• Assist in issues that require a deep dive and assistance from engineering (i.e. P&L issues, SIR, inventory delta, etc.)
  
  Knowledge, Skills & Abilities
  
  • 1 -2 years of experience in Information Technology, Computer Science, Commerce, Accounting or relevant field
  • 1 -2 years of experience providing excellent service in a customer care role in retail or software industry is highly desired
  • 1-2 year of Experience in convenience store and retail environment, Computer networking and Routers
  • Strong computer skills and ability to learn company products, techniques and processes quickly in training environment and have the ability to transfer learning to 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.
  • A commitment to personal high standards proven by excellent attendance and the desire and ability to contribute to team and company goals
  • Excellent verbal, written communication skills and effective listening skills, and inspire confidence while leading customers through the steps to resolve issues via phone and email
  • Experience in convenience store and retail environment is a strong plus
    
    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 . PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using e-Verify.

Keywords: PDI Software, Sugar Land , Support Specialist, Other , Sugar Land, Texas