Customer Service Analyst – Mid-Level

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist customers in resolving issues related to PDI Enterprise software.

• Identify, analyze, and address customer concerns effectively.

• Maintain comprehensive documentation in case notes and escalate issues as necessary.

• Collaborate closely with Subject Matter Experts (SMEs) and Software Engineers to develop knowledgebase content.

• Engage in ongoing training and professional development activities.

• Support software quality assurance efforts.

• Generate change requests for software improvements based on customer feedback and reported issues.

• Occasionally conduct classes on PDI products or industry best practices for both internal and external customers.

• Mentor team members to assist in addressing and resolving customer inquiries.

• Provide constructive feedback to development teams when appropriate.

• Offer on-call support during evenings, weekends, and holidays as required.

⛳️ Requirements

• Excellent customer service skills with the ability to establish rapport.

• Proven ability to troubleshoot intricate software issues and test software applications.

• Outstanding written and verbal communication abilities.

• Capacity to convey complex technical issues in simple, understandable terms.

• Ability to manage multiple tasks and prioritize issues in a dynamic work environment.

• Willingness and capability to support and train customers via phone, remote connections, or in person.

• Proficiency in the MS Office Suite.

• Familiarity with Microsoft SQL is preferred.

• Previous experience as an end user or in supporting PDI Enterprise is preferred.

🏝️ Benefits

• Competitive salary.

• Market-competitive benefits package.

• Quarterly perks program.

• Generous time-off policy.

• Hybrid working arrangements where applicable.

• Opportunities for continuous learning.

• Professional certification support.

• Leadership development opportunities.

• A supportive, diverse, and inclusive workplace culture.