Customer Service Analyst (Mid-Level)
New
P
PDI TechnologiesEnterprise software
Remote USFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- MS OfficeCustomer service
Requirements
- Demonstrate strong customer service skills and the ability to build rapport.
- Be able to troubleshoot complex software issues and test software applications.
- Have exceptional written and verbal communication skills and explain complex technical issues in layman's terms.
- Be able to multitask and prioritize issues in a fast-paced work environment.
- Be willing and able to support and train customers by phone, remote connections, or in person.
- Be proficient with MS Office Suite.
- Microsoft SQL proficiency is preferred.
- Prior experience as an end user of, or supporting, PDI Enterprise is preferred.
Responsibilities
- Assist customers with PDI Enterprise software issue resolution.
- Identify, analyze, and resolve customer issues; document work in case notes and escalate issues appropriately.
- Work with subject matter experts 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.
- Instruct occasional classes on PDI products or industry best practices for internal and external customers.
- Mentor team members and provide feedback to development when indicated.
- Provide after-hours on-call support for evenings, weekends, and holidays as required.
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