Act as first line support for customer issues and questions, escalating to our Solutions Engineers when appropriate
Own our customer support tools, docs, and processes, finding new ways to make your and your teammates' jobs easier with automation and AI
Provide end-to-end support for PDL’s “self-service” customers, often consisting of simple inquiries, billing questions, and account administration
Act as first line triage and support for PDL’s “Enterprise” customers, often consisting of support with SQL queries, API troubleshooting, and investigating data issues
Own our Zendesk instance and help us find new, innovative ways to provide faster support
Provide feedback to our Product team to ensure issues flagged by customers end up on their radar
Ensure our support documentation stays up to date, helping our customers solve issues independently as often as possible

Requirements

2-3 years of customer-facing technical support experience
Working knowledge of SQL, with the ability to read and write queries, and support customer troubleshooting
Experience managing most daily work in Zendesk (or a similar ticketing system), using judgment to determine what your priorities each day should be
A bias for speed, and awareness that fast support resolution is critical to our customers’ success

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLAPI troubleshootingautomationcustomer supportdata investigation

Soft Skills

customer-facingjudgmentbias for speedproblem-solving