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Support Technician

Overview

For over 30 years, PDI has set the standard for ERP software in the C-store market.  Over 300 companies worldwide rely on PDI’s systems to automate key business processes from decision support, fuel management and workforce support, to financial reporting.  Today, the PDI Enterprise Suite is the market leader in the space – but we’re not stopping there!  Backed by the investment of TA Associates – one of the largest venture capital firms in the world – 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, international company that serves customers across the entire supply chain, from wholesalers, to retailers, and every stop in between. 

Department

PDI is seeking a technical customer support specialist to join the fast-paced Technical Support department in our Titusville office. This position is responsible for providing technical support to our customers for Intellifuel’s website application, as well as its site hardware.  This includes taking rotations for after-hours support to customers for intermittent problems as they arise on nights and weekends, and occasional travel to customer sites to install equipment or troubleshoot problems. This position requires excellent technical and interpersonal skills, a collaborative attitude, and a desire to continuously learn new things.

 

Position

Responsibilities include:

  • Assist customers with PDI software, PDI hardware and basic network infrastructure support requests
  • Prioritize and troubleshoot multiple support cases concurrently, adhering to company standards and best practices
  • Work closely with SMEs and developers to create knowledgebase articles and blog posts
  • Create change requests for software enhancements based on customer feedback and issues
  • Occasionally instruct classes on PDI software, hardware, or industry best practices for internal and external customers
  • Mentor other team members to address and resolve customer concerns in a timely manner and provide a feedback loop to development when appropriate
  • Travel to customer sites for device installation or to troubleshoot problems
  • Provide on-call (after hours) support for evenings, weekends, and holidays as required

Required Skills & Experience:

  • Top-notch customer service skills
  • Ability to troubleshoot and test software applications and hardware devices
  • Exceptional written and spoken communication
  • Ability to multi-task and prioritize issues in a fast-paced work environment
  • Desire to train customers via phone, remote connection, or in person
  • Proficiency with MS Office products
  • Intermediate knowledge of Linux operating systems, SQL or MYSQL, and network communications
  • Basic understanding of serial communications

Educational Qualifications/ Pre-Requisites

  • 2-year Computer Science degree or equivalent work experience

 

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 https://www.profdata.com.  PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using e-Verify.

 

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