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Customer Support Technician

Company: PDI
Location: Franklin
Posted on: June 2, 2021

Job Description:


PDI helps convenience retailers and petroleum wholesalers thrive through digital transformation and enterprise software that enables them to grow topline revenue, optimize operations and unify their business across the entire value chain.

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 Capital 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

PDI Security Solutions is the leading provider of networking and security services for distributed enterprises. Through its turn-key solutions, PDI Security Solutions provides a simple and affordable way for enterprises to securely connect multi-location businesses while meeting regulatory and compliance requirements, including PCI and HIPAA. PDI Security Solutions? solutions defend sensitive corporate data against security breaches and protect consumers from identity theft by safeguarding payment card information. Through its customized and scalable approach to integrating network and security services, PDI Security Solutions provides customers with a simple solution which includes a single point of contact, one straight forward monthly bill and cost-effective equipment choices.

The Customer Support Technician is responsible for handling first level support of service requests for daily maintenance and installation requirements of PDI customers in a 24x7x365 call center environment.


Effectively communicating progress of incident resolution to customers, notifying them of impending changes, updates, and agreed outages. Accurately documenting time worked and maintain system information in Remedyforce. Providing first level technical support at the physical, data link, and network layers; specifically working with the Cybera SCA315 and SCA325 routers, varied types of wireless access points, and Virtual Private Networks. Proactively responding to alarms from the remote monitoring and management system through service tickets. Following prescribed escalation policies to escalate incidents to L2 technicians or L3 engineers to ensure customer issues are resolved within the appropriate time frames. Others duties as assigned Knowledge, Skills & Abilities Required: Ability to maintain a professional relationship with customers and coworkers through written and oral mediums Ability to handle customer information with care and discretion, our support team works with sensitive information Ability to work first, second, or third shift in a 24X7X365 environment 1-2 years customer service experience required, helpdesk experience is a plus Preferred: 1-2 years IT or networking experience Experience with Cisco or Juniper Routers is a plus Basic networking knowled ge (DNS, DHCP, VPN, Subnetting) 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.

Keywords: PDI, Franklin , Customer Support Technician, Other , Franklin, Tennessee

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