PDI Technologies
Customer Support Analyst II
Customer Suppport - Malaysia - Full Time
Overview
PDI helps convenience store retailers and petroleum wholesale marketers worldwide thrive in a digital economy with enterprise management software. 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 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 Summary
The Support Analyst is responsible to provide technical system support to the customers and partners while maintaining responses and resolutions adhering to the PDI-Customer service level agreements (SLA).
Responsibilities
• Delivering 2nd and 3rd line of support to the Orbis customers.
• Handles escalations from the 1st / 2nd line of support.
• Administer issue logging and ensuring response and resolutions service levels are fulfilled.
• Work in a 24 hours / 7 team supporting customers around the globe.
• Occupational Health and Safety is adhered at all times.
• To be the subject matter expert of the Orbis solutions.
• Demonstrates the ability to analyze, troubleshoot and resolve complex system issues within a timely duration. This will be assessed as part of the individual key performance index (KPI).
• Communication is crucial. Expectation of high standards and maintaining professional conduct when communicating with customers, partners and internal teams.
• Creating and maintaining updated knowledge-based documentations.
• Work with cross-functional teams to ensure escalated issues are consulted with accurate resolutions, where necessary.
• To ensure assigned cases are prioritized and worked on accordingly while adhering to the service level agreements.
• To take responsibility of the assigned cases until it has been deemed as closed.
• Requirements to work on shift hours when necessary.
• Accurate and timely delivery of information in communicating to the customers, support partners and internal teams.
• To provide accurate resolutions and updates to the problem management system.
• Collaborate with Quality Assurance and Development team to develop effective strategies in resolving issues.
• Continually enhances own skills and builds knowledge in all aspects of the company’s existing and new products.
• Uphold honesty and integrity at all times.
Occupational Health and Safety
• Works in a safe manner and support others to work safely, ensuring that no action or inaction causes harm to yourself or any other person whilst at work.
• Complies with all safe work practices and support in the continuous improvement of health and safety initiatives.
• Reports all hazards, incidents and near misses.
• At all times, use all safety equipment and/or Personal Protective Equipment where provided.
Knowledge, Skills & Abilities
• Relevant Tertiary qualification: Minimum bachelor's degree in computer science, information systems or equivalent.
• 3+ years’ Service Support experience in IT environment providing application or system support.
• Knowledge of Retail Automation Systems (POS).
• Excellent attitude and willingness to learn.
• Analytical mind and problem-solving aptitude.
• Ability to document and troubleshoot errors.
• Excellent communication skills both written and verbal in English.
• Possess good interpersonal skills.
• Strong team player skills and ability to work harmoniously with a diverse team.
• Focused and attention to detail.
• Able to work independently with minimal guidance.
• Strong organizational skills.
• Working knowledge of test management system and SQL.
• SQL and XML language exposure and knowledge to an intermediate level.
• Experience in using a problem management system.
• Able to go the extra-mile beyond work scope to meet the company’s objectives.
Required Behavioral Competencies
• Innovation - Generates original ideas, identifies ways to improve processes and takes responsibility for improvements or solving problems.
• Customer Focus - Acts for the customer, knowledgeable of customer’s requirements, works collaboratively.
• Team Values - Can work independently and collaboratively to ensure team objectives are achieved.
• Time Management - Organized, efficient, demonstrates good planning abilities and timely decision making.
• Driving for Results - Ability to focus on important issues, regularly refocuses on results, demonstrates a drive to exceed performance targets.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions. Looks beyond the obvious and doesn’t stop at the first answers.
• Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
PDI helps convenience store retailers and petroleum wholesale marketers worldwide thrive in a digital economy with enterprise management software. 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 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 Summary
The Support Analyst is responsible to provide technical system support to the customers and partners while maintaining responses and resolutions adhering to the PDI-Customer service level agreements (SLA).
Responsibilities
• Delivering 2nd and 3rd line of support to the Orbis customers.
• Handles escalations from the 1st / 2nd line of support.
• Administer issue logging and ensuring response and resolutions service levels are fulfilled.
• Work in a 24 hours / 7 team supporting customers around the globe.
• Occupational Health and Safety is adhered at all times.
• To be the subject matter expert of the Orbis solutions.
• Demonstrates the ability to analyze, troubleshoot and resolve complex system issues within a timely duration. This will be assessed as part of the individual key performance index (KPI).
• Communication is crucial. Expectation of high standards and maintaining professional conduct when communicating with customers, partners and internal teams.
• Creating and maintaining updated knowledge-based documentations.
• Work with cross-functional teams to ensure escalated issues are consulted with accurate resolutions, where necessary.
• To ensure assigned cases are prioritized and worked on accordingly while adhering to the service level agreements.
• To take responsibility of the assigned cases until it has been deemed as closed.
• Requirements to work on shift hours when necessary.
• Accurate and timely delivery of information in communicating to the customers, support partners and internal teams.
• To provide accurate resolutions and updates to the problem management system.
• Collaborate with Quality Assurance and Development team to develop effective strategies in resolving issues.
• Continually enhances own skills and builds knowledge in all aspects of the company’s existing and new products.
• Uphold honesty and integrity at all times.
Occupational Health and Safety
• Works in a safe manner and support others to work safely, ensuring that no action or inaction causes harm to yourself or any other person whilst at work.
• Complies with all safe work practices and support in the continuous improvement of health and safety initiatives.
• Reports all hazards, incidents and near misses.
• At all times, use all safety equipment and/or Personal Protective Equipment where provided.
Knowledge, Skills & Abilities
• Relevant Tertiary qualification: Minimum bachelor's degree in computer science, information systems or equivalent.
• 3+ years’ Service Support experience in IT environment providing application or system support.
• Knowledge of Retail Automation Systems (POS).
• Excellent attitude and willingness to learn.
• Analytical mind and problem-solving aptitude.
• Ability to document and troubleshoot errors.
• Excellent communication skills both written and verbal in English.
• Possess good interpersonal skills.
• Strong team player skills and ability to work harmoniously with a diverse team.
• Focused and attention to detail.
• Able to work independently with minimal guidance.
• Strong organizational skills.
• Working knowledge of test management system and SQL.
• SQL and XML language exposure and knowledge to an intermediate level.
• Experience in using a problem management system.
• Able to go the extra-mile beyond work scope to meet the company’s objectives.
Required Behavioral Competencies
• Innovation - Generates original ideas, identifies ways to improve processes and takes responsibility for improvements or solving problems.
• Customer Focus - Acts for the customer, knowledgeable of customer’s requirements, works collaboratively.
• Team Values - Can work independently and collaboratively to ensure team objectives are achieved.
• Time Management - Organized, efficient, demonstrates good planning abilities and timely decision making.
• Driving for Results - Ability to focus on important issues, regularly refocuses on results, demonstrates a drive to exceed performance targets.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions. Looks beyond the obvious and doesn’t stop at the first answers.
• Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
