Demonstrates strong customer service skills and the ability to troubleshoot complex software issues while effectively communicating technical concepts to diverse audiences. Proficient in creating knowledgebase content and providing training and support for PDI Enterprise software.

Highest-signal resume keywords

Customer Service SkillsTroubleshooting Complex Software IssuesExceptional Written And Verbal CommunicationProficiency With Microsoft SQLMentoring Team Members

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Assist customers with PDI Enterprise software issue resolution
Identify, analyze, and resolve customer issues
Document work in case notes and escalate issues appropriately
Work closely with SMEs and Software Engineers to create knowledgebase content
Participate in ongoing training and development
Assist with software quality assurance
Create change requests for software enhancements based on customer feedback and issues
Occasionally instruct classes on PDI products or industry best practices for internal and external customers
Mentor team members to address and resolve customer concerns
Provide feedback to development when indicated
Provide on-call after-hours support for evenings, weekends, and holidays as required

Requirements

What you’ll need

Top-notch customer service skills and ability to build rapport
Demonstrable ability to troubleshoot complex software issues and test software applications
Exceptional written and verbal communication
Ability to translate complex technical issues into layman’s terms
Ability to multi-task and prioritize issues in a fast-paced work environment
Desire and ability to support and train customers via phone, remote connections, or in person
Proficiency with MS Office Suite
Proficiency with Microsoft SQL preferred
Prior experience as end user, or supporting PDI Enterprise preferred

Benefits

Comp & perks

Competitive salary
Market-competitive benefits
Quarterly perks program
Ample time off [time away]
Hybrid working arrangements where appropriate
Continuous learning
Professional certifications
Leadership development opportunities
Supportive, diverse, and inclusive work environment

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingSoftware Quality AssuranceChange RequestsKnowledgebase Content CreationMulti-taskingPrioritizationTrainingTesting Software Applications

Soft Skills

Building RapportCommunicationDesire To Support Customers

Tools & Technologies

PDI Enterprise SoftwareMS Office SuiteRemote Connections

Industry Keywords

Customer SupportSoftware EnhancementTechnical Issue ResolutionBest Practices