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Support Specialist


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 investments of TA Associates and Genstar Capital – 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. 


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 superior high-touch customer service. Our Customer Service and Support team is growing and in search of a top-notch Support Specialist. This role is ideal for someone who is willing to take on cases in all situations and apply deliberate effort to learning, self-study, and training. It requires basic troubleshooting and Windows networking abilities and understanding of complex business processes, along with excellent communication skills, and the ability to remain organized in all aspects of the job.

Responsibilities include

  • Assists customers with PDI/ FireStream software and accounting troubleshooting and issue resolution using a variety of tools and technologies, including basic SQL
  • Provides remote support and maintenance functions
  • Researches complex technical issues and resolves non-business-critical issues with minimal support
  • Serves on dispatch schedule to route calls appropriately; Provides on-call (after hours) support for evenings, weekends, and holidays as required
  • Creates technical documentation to update cases, report defects, and create knowledgebase FAQ articles
  • Works closely with Senior Support staff, subject matter experts (SMEs), and developers to resolve and then document issues
  • Performs software installs and upgrades (sometimes after-hours)
  • Creates change requests for software enhancements based on customer feedback and issues
  • Mentors other team members to address and resolve customer concerns in a timely manner and escalate issues with an appropriate sense of urgency

Desired Skills & Experience

  • 1-3 years of customer service experience, preferably in an office environment
  • Requires the ability to self-study and quickly grasp complex technical concepts
  • Requires basic Windows networking capabilities, MS Office and SQL skills to extract data
  • Requires excellent communication skills, both written and verbal, and the ability to translate complex technical jargon into layman’s terms
  • Ability to troubleshoot and test software applications
  • Requires the ability to self-study and quickly grasp complex technical concepts
  • Desire to train customers via phone, remote connections, or in person, with a keen ability to coach customers to find answers on their own
  • Requires a willingness to try new things and attempt to solves problems independently
  • Ability to multi-task and prioritize issues in a fast paced work environment

Educational Requirement

  • Bachelor’s degree or equivalent experience in Accounting, Business or Technology

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  PDI is an Equal Opportunity Employer. We verify employment eligibility for all new hires using e-Verify.

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