Configuration Specialist | Technical Configuration Specialist | Loyalty Operations

What you'll do:

• Data Collection and Analysis: Produce accurate reports by collecting data from multiple standard sources and inputting it into defined formats.
• Document Management: Create, organize, and maintain complex files containing processes and procedures for internal and external use.
• Resolving Customer Issues: Respond to advanced issue escalations in a timely and appropriate manner and provide managerial approvals as required.
• Customer Service: Perform a range of customer service activities, including implementing loyalty promotions and handling complex or non-standard customer cases and inquiries.
• Quality Assurance: Plan and coordinate product and process testing and inspections, implement corrective or continuous improvement actions, and review the work of junior employees to ensure quality.
• Technical Troubleshooting: Support technical troubleshooting by assisting with the identification, analysis, and resolution of technical issues related to equipment and experiments.
• Testing: Develop and maintain testing standards and procedures under the guidance of professional colleagues.
• Personal Capability Building: Continuously develop capabilities through training, coaching, and assessment activities, while maintaining knowledge of relevant technology, regulations, and industry best practices.

What you need:

• Computer Skills: Effectively use standard office equipment and software to support business processes, working independently and providing technical guidance as needed.
• Verbal Communication: Clearly and effectively communicate ideas, requests, plans, and policies verbally, working independently and providing technical guidance when appropriate.
• Planning and Organizing: Plan, organize, prioritize, and oversee activities to efficiently meet objectives with minimal supervision.
• Numerical Skills: Apply numerical concepts and mathematical operations to analyze reports and data, working independently and providing guidance as needed.
• Data Control: Acquire, organize, protect, and process data to support business objectives while working independently and providing technical guidance.
• Analyze Alternatives and Recommend Solutions: Evaluate potential solutions and develop recommendations based on benefits, costs, and overall value to key stakeholders, with minimal supervision.
• Customer System Operation: Understand and operate customer management systems effectively, working independently and providing technical guidance.
• In-Depth Questioning: Use probing, insightful questioning to explore complex topics, uncover client needs, and support informed decision-making.
• Leverage Digital Communications with Customers: Use digital communication channels (email, chat, text, social media) effectively to create positive customer experiences and reinforce best practices.
• Writing Skills: Communicate ideas, requests, plans, and policies clearly and effectively in writing, working independently and providing technical guidance as needed.
• Bachelor’s degree in related field or equivalent experience preferred 
• Applicants must be legally authorized to work in the United States without the need for employer sponsorship, now or in the future. PDI Technologies is unable to offer visa sponsorship for this role.

Behavioral Competencies

• Ensures Accountability: Holds self and others accountable for meeting commitments, tracks performance, learns from successes and failures, and consistently delivers on responsibilities, including challenging tasks.
• Resourcefulness: Effectively secures and deploys resources, finding creative solutions and workarounds to deliver results even in highly constrained environments.
• Optimizes Work Processes: Identifies and applies the most efficient processes, focuses on continuous improvement, monitors metrics, resolves process breakdowns quickly, and prevents recurrence.
• Manages Complexity: Analyzes complex, high-volume, and sometimes conflicting information from multiple perspectives to identify root causes and determine effective solutions.
• Collaborates: Builds strong partnerships, shares information openly, involves others to achieve shared goals, and fosters a collaborative, inclusive working environment.
• Nimble Learning: Learns through experimentation, rapidly incorporates new concepts, applies insights to problem-solving, and shares lessons learned from both successes and mistakes.
• Decision Quality: Makes timely, well-reasoned decisions that move the organization forward, exercises sound judgment in non-routine situations, and knows when escalation is appropriate.
• Courage: Addresses difficult issues directly, speaks up with conviction, shares ideas openly despite risk, and ensures challenging topics are surfaced and resolved.
• Customer Focus: Builds strong customer relationships by deeply understanding customer needs and consistently delivering solutions that meet or exceed expectations.