By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy. We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.
Role Overview
As a Customer Support Analyst II, you will work as an integral member of the PDI POS Solutions Support team, delivering world-class customer service to our customers. Customer Support Analysts are our first line of customer support, providing high-touch customer service and sustained technical support. This role is a second level application support position, however there may also be expectation to answer the phones and complete first level activities, the focus is on case and issue management, user instruction, investigating problems and resolving issues. All the way from logging the initial call from the customer into our call logging system, right through to resolution. We strive to offer a consistently high-quality and efficient response to users, while maintaining adherence with customer and internal reporting requirements. The Analyst will be expected to participate in activities related to continuous improvement of standard PDI systems and processes across the organization. PDI seeks to recruit and develop outstanding professionals that can maximize the use of emerging technologies to create innovative solutions for our customers. We do this while remaining committed to world-class customer service. The role will require a level of technical experience with a desire to extend this technical knowledge together with functional knowledge. This role offers the right candidate further career progression through either a technical or functional routes.
Working hours will be on a rotating shift basis 4 days on/4 days off covering Monday to Sunday 06:00 to 23:00, (current shift patterns are 7am - 7pm and 9am to 9pm) but these hour are subject to change should business needs dictate. There may also be requirements to attend meetings, training sessions or provide out of hours support during evenings, weekends and holidays.
This role will be based at our office located in Southampton UK, you will be required to attend the office on a hybrid working basis.
Key Responsibilities
- Provide second Level support to external customers and partners who are experiencing issues with the PDI POS software.
- Answer incoming calls from customers and respond to inbound communication on cases
- via email or web portal, assess (triage) and investigate issues to assist with issue resolution.
- Monitor group email queue to respond to customer issues logged through our web portal.
- Identify, analyse and resolve customer issues, documenting work in case notes and knowledge base articles as well as escalating issues as appropriate.
- Participate in knowledge transfer activities including passing on information to our 1st level teams and partner support teams.
- Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated.
- Ensure customers are kept up to date on the status of their case.
- Coordination and direct involvement in operational problem resolution for customers across the globe.
- Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
- Participate in both functional and technical training and knowledge transfer for PDI POS Solutions software.
- Support and lead certain elements of transition activities for new customers into Support.
- Participate in monthly customer meetings, including support performance review’s
- Continuous improvement – work with other team members across our global support team to develop, propose and implement improvements in working practices.
- Communicate with other members of the support team both in the EMEA region and global support teams.
Qualifications
- 2 years + experience in technical helpdesk support role.
- Technical skills in SQL and database management. (preferred)
- Good understanding of Payment systems & Processes (preferred)
- Working knowledge of Windows operating systems from Windows 7 onwards
- Basic networking knowledge
- Exceptional customer services skills.
- Ability to independently work as a contributing member in a high-paced and focused team.
- Excellent Team Working skills, with a healthy understanding of the importance of attendance and timekeeping.
- Excellent written and verbal communication skills.
- High level of self-organization and attention to detail.
- Strong problem-solving and analytical skills with the ability to work under pressure.
- Highly motivated self-starter with a desire to help others and take action.
- Ability to quickly learn the products and services offered by PDI and our customers.
- The following would be advantageous, but not essential
- Experience in a retail, hospitality, or forecourt business environment
- Fluent in either Spanish or French, both verbal and written
Behavioural Competencies
- Holds self and others accountable to meet commitments
- Plans and prioritizes work to meet commitments aligned with organizational goals.
- Builds partnerships and works collaboratively with others to meet shared objectives.
- Makes good and timely decisions that keep the organization moving forward.
- Anticipates and adopts innovations in business-building digital and technology applications.