Customer Support Analyst II

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency.   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.   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.