Technical Support Analyst

Location: US Remote, Dallas, TX preferred

Employee Level: Individual Contributor

Career Level: Mid-Level

What You Need:

• Preferred work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows Operating System
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software with ticking system (eg. Zendesk)
• Ability to provide step-by-step technical help, both written and verbal
• Experience providing excellent service in a customer care role in retail or software industry is highly desired
• 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
• 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
• Previous experience in a technical support role. Familiarity with c-stop back operation is a plus.

About the Job:

The primary job role would be interacting with customers to provide information/solution in response to inquiries, concerns, issues and requests about products and services and act on the queries as per the company’s guidelines.

What You’ll Do:

• Assist customers with PDI Cstore Essential software issue resolution
• Assist customers through a series of actions, either via chat, phone or email, until they’ve solved a technical issue
• Identify, analyze, and resolve customer issues, documenting work in case notes, and escalating issues appropriately
• Diagnose and troubleshoot technical issues, including account setup and network Configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Properly escalate unresolved issues to appropriate internal teams and Engineering team If needed
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Provide functional troubleshooting, product feature explanation, and assists with enhanced product features or changes.
• Clear and concise case documentation in knowledge share database.
• Handles multiple tasks, switches priorities and focuses as needed
• Maintain jovial relationships with clients Required Experience, Skills and Qualifications

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.