Program Support Analyst I

Program Support Analyst I

Location: US Remote, Dallas, TX preferred

Employee Level: Individual Contributor

Career Level: Entry Level to Mid-Level

What You Need:

• 4 or more years of experience in providing customer support, project management or account management
• Technical knowledge and expertise in Windows OS, Linux OS, Oracle, SQL, Network infrastructures, Communication protocols (electrical, serial) and Visual Basic scripts
• Excellent verbal communication skills in order to communicate directly with customers and provide technical troubleshooting and guidance
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulation
• Ability to effectively present information and respond to questions from managers, clients, customers, and the general public
• Ability to solve problems by dealing with a variety of variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions provided in written, oral, diagram, or schedule form
• Must be legally permitted to work in the United States

About the Job:

PDI serves Retailers and fuel station partners by providing next-generation fuel-pump and cross-marketing technology to Retailers and Convenience Stores. A Program Support Analyst is responsible for providing various levels of support for the Company’s products and services. This person will work with all levels of management teams, customers and peers in the identification, escalation and resolution of issues, delivery of products and projects, software/hardware testing, training, and product documentation support.

What You’ll Do:

• Work closely with system users (customers, partners, consulting) to understand product
• Provide first line telephone support to our customers and partners who are experiencing issues with PDI MCS products and services; troubleshoots and resolves issues and will escalate to the next level as the situation dictates
• Responsible for ensuring that all customer cases are properly and completely documented, and the customer is kept up to date on the status of their case Provide Customer Support to internal teams as well as our customers
• Work with customers on scheduling and requirements needed for software installations and upgrades
• Work with customers through the process of Remote Software Installation and Upgrades as well as Remote Software Testing and Troubleshooting
• Work with other internal teams to ensure that information regarding Software Development Improvements are properly communicated and distributed
• Work with team management on the creation and updating of support documentation
• Assist team management with the creation and tracking of Customer Care Statistics and Reports
• Demonstrate technical knowledge and expertise in the areas listed above, as well as Fuel System Support and POS Support
• Willing and able to provide after-hours support to our customers on a rotating schedule

Why PDI Technologies?

PDI Technologies, Inc. resides at the intersection of productivity and sales growth, delivering powerful solutions that serve as the backbone of the convenience retail and petroleum wholesale ecosystem. By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with their customers.

We offer:

• 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.
• Strong culture that values authenticity, trust, curiosity, and diversity of thought

Our Commitment to Diversity, Inclusion & Belonging

At PDI Technologies, diversity is embraced. We are committed to cultivating an environment that is safe, welcoming, and inclusive for all individuals. PDI Technologies is an Equal Opportunity Employer. We agree not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.