Customer Support Analyst

PDI Technologies Inc.

Job Overview

Location

Chennai

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Support Analyst at PDI Technologies Inc., you will be at the forefront of our mission to "Connect Convenience" by providing exceptional support to our valued customers. This role is critical in ensuring our clients, ranging from leading convenience retail and petroleum brands to everyday consumers using our applications like GasBuddy, receive timely, accurate, and effective solutions to their inquiries, concerns, issues, and requests.
• Your primary responsibility will be to engage directly with customers through various communication channels, understanding their needs and challenges with PDI's cutting-edge technology solutions. This involves actively listening, empathetically responding, and thoroughly investigating the root cause of any reported problems.
• You will be tasked with providing clear and concise information about PDI's products and services, guiding customers through troubleshooting steps, and offering practical solutions that align with company guidelines and best practices. This requires a deep understanding of our offerings, from loyalty programs and shopper insights to real-time market intelligence and mobile applications.
• A key aspect of this role is acting on customer requests with precision and efficiency. Whether it's resolving a technical glitch, clarifying a billing inquiry, or assisting with feature utilization, you will be empowered to take ownership and drive resolutions to completion.
• You will meticulously document all customer interactions, issues, and resolutions in our CRM system. This detailed record-keeping is vital for tracking trends, identifying areas for product improvement, and ensuring a consistent customer experience across all touchpoints.
• Proactively identify opportunities to enhance the customer experience. This might involve suggesting process improvements, flagging recurring issues to relevant teams, or contributing to the knowledge base with new solutions and FAQs.
• Collaborate effectively with internal teams, including technical support, product development, and sales, to escalate complex issues and ensure comprehensive solutions are delivered. Your ability to communicate customer feedback and technical details clearly will be instrumental in driving cross-functional improvements.
• Stay up-to-date with PDI's evolving product suite, new feature releases, and industry best practices to maintain a high level of expertise and provide informed support.
• Contribute to a positive and collaborative team environment, sharing knowledge and supporting colleagues to achieve collective success in customer satisfaction.
• You will play a crucial role in maintaining customer loyalty and retention by demonstrating a commitment to resolving their issues effectively and efficiently, thereby reinforcing PDI's reputation for excellence and reliability in the convenience retail and petroleum technology sector.
• This position offers a unique opportunity to gain in-depth knowledge of the convenience retail and petroleum industries and the technology that powers them, contributing directly to the success of our clients and the growth of PDI Technologies.
• By connecting convenience across the globe, PDI empowers businesses to increase productivity, make more informed decisions, and engage faster with customers. As a Customer Support Analyst, you are a vital link in this chain, ensuring seamless operations and customer satisfaction.
• You will be responsible for managing a queue of customer inquiries, prioritizing tasks based on urgency and impact, and ensuring all service level agreements (SLAs) are met or exceeded.
• This role requires a keen eye for detail, strong problem-solving skills, and the ability to remain calm and professional under pressure, especially when dealing with challenging customer situations.
• You will be expected to provide feedback on product usability and customer pain points to help shape future product development and enhance the overall customer journey.
• Ultimately, your success in this role will be measured by your ability to resolve customer issues effectively, contribute to high customer satisfaction scores, and uphold PDI's commitment to integrity and growth.

🎯 Requirements

• Proven experience in a customer support or customer service role, preferably within the technology or retail sector.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving abilities and a knack for troubleshooting technical issues.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.

🏖️ Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement within a growing global company.
• Exposure to cutting-edge technology solutions in the convenience retail and petroleum industries.
• Collaborative and supportive work environment.
• Chance to contribute to a company that values diversity, integrity, and growth.

Skills & Technologies

Onsite

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PDI Technologies Inc.

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About PDI Technologies Inc.

PDI Technologies Inc. provides enterprise software and cybersecurity solutions for the convenience retail and petroleum wholesale sectors. Its cloud platform integrates point-of-sale, back-office, loyalty, mobile payments, and fuel pricing, while its cybersecurity division delivers managed security, threat detection, and compliance services. Headquartered in Atlanta, Georgia, PDI serves more than 200,000 sites across 70 countries, processing over 30 billion transactions annually. The company was formed in 2021 through the merger of PDI and Cybera, continuing a legacy that began in 1983.

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