PDI Technologies is hiring a
ERP Customer Support Analyst II in Worldwide

Summary

PDI Technologies is recruiting for a Mid-Level Software Customer Support Specialist to join their team in Temple, TX. The role involves assisting customers with software issue resolution, documenting work, creating change requests, and providing on-call support. Candidates must have top-notch customer service skills, the ability to troubleshoot complex software issues, exceptional communication skills, and proficiency with MS Office Suite. Prior experience supporting ERP applications and proficiency with Microsoft SQL are preferred. Benefits include comprehensive health coverage, flexible remote work, a retirement savings plan, PTO, and a quarterly self-investment allowance.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Prior experience supporting ERP application
• Proficiency with Microsoft SQL

Benefits

• Comprehensive benefits package including health, dental, and vision coverage effective immediately
• Fully flexible remote work environment
• Matching Group Retirement Savings Plan
• PTO effective immediately
• Quarterly self-investment allowance for personal and professional development, health and wellness, entertainment, travel, charitable giving, tech, travel, etc