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Program Support Analyst

Company: PDI
Location: Temple
Posted on: May 3, 2021

Job Description:

Overview PDI helps convenience retailers and petroleum wholesalers thrive through digital transformation and enterprise software that enables them to grow topline revenue, optimize operations and unify their business across the entire value chain. Over 1,500 customers in more than 200,000 locations worldwide count on our leading payments, marketing & insights cloud, ERP, logistics, fuel pricing, and security solutions to provide insights that increase volume, margin, and customer loyalty, all while connecting the digital ecosystem and protecting data. For more than 35 years, our comprehensive suite of solutions and unmatched expertise have helped customers reimagine their enterprise and deliver exceptional customer experiences. Backed by the investment of TA Associates, Genstar, and Insight Capital Partners, PDI is embarking upon an aggressive expansion strategy through internal investment in development as well as intensive M&A activity. The result will be a broader, more powerful, global company that serves customers across the entire supply chain.Job SummaryPDI 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.ResponsibilitiesProvide 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 dictatesResponsible 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 customersWork with customers on scheduling and requirements needed for software installations and upgradesWork with customers through the process of Remote Software Installation and Upgrades as well as Remote Software Testing and TroubleshootingWork with other internal teams to ensure that information regarding Software Development Improvements are properly communicated and distributedWork with team management on the creation and updating of support documentationAssist team management with the creation and tracking of Customer Care Statistics and ReportsDemonstrate technical knowledge and expertise in the areas listed above, as well as Fuel System Support and POS SupportWilling and able to provide after-hours support to our customers on a rotating scheduleKnowledge, Skills & Abilities4 or more years of experience in providing customer support, project management or account managementTechnical knowledge and expertise in:Windows OSLinux OSOracleSQLNetwork infrastructures, protocols and hardwareCommunication protocols (electrical, serial)Visual Basic scriptsExcellent verbal communication skills in order to communicate directly with customers and provide technical troubleshooting and guidanceAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulationAbility to effectively present information and respond to questions from managers, clients, customers, and the general publicAbility to solve problems by dealing with a variety of variables in situations where only limited standardization existsAbility to interpret a variety of instructions provided in written, oral, diagram, or schedule form PDI's employee-oriented culture provides a supportive and dynamic work environment for high achievers. PDI seeks individuals who value continuous learning, hold high ethical standards, and are top performers in their respective fields. We offer competitive wages, professional development, superb culture, and a highly competitive benefits package. For more information about PDI, please visit our website at

Keywords: PDI, Temple , Program Support Analyst, Other , Temple, Texas

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