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Product Support Representative

4 months ago

Draper, Utah, United States Pluralsight Full time

Job Description:
*Required Working Hours*
Monday to Friday (4pm - 12am Mountain Time)
The Product Support Representative (PSR) is the voice of Pluralsight and is instrumental in providing an exceptional customer experience with every interaction. Excellent communication skills are essential as a PSR routinely interprets technical, subscription, payment, and administrative questions from a broad audience, ranging from individual consumers to technology professionals to fellow employees. A PSR must be organized, detail oriented, and a lifelong learner who thrives on sharing knowledge with customers and the rest of the PSR team.
Daily activities often include responding to customer phone and email queries, validating application or website issues, personal development time, project work, and the occasional meeting. You will be part of a team that embraces challenges and that values each person's individuality, contribution, and input.
Who you're committed to being:

  • An outstanding communicator and effective doer. You are sincere, context-seeking and not driven by ego.
  • A life-long learner. Your curiosity drives you to explore beyond the edge of your current scope.
  • Organized and collaborative. You seek clarity while in a group and like to discuss evolving ideas. You work well with others with the end goal in mind.
  • Able to ask detailed and specific questions, to understand nuance and to challenge conventional wisdom.
  • Adept at understanding and communicating complex ideas in simple terms.
  • Able to understand basic troubleshooting steps, identify issues, conduct research and follow processes.
  • Punctual and responsible for your schedule, in coordination with the wider PSR team.
  • Efficient at managing your time and moving between responsibilities.
  • Committed to giving and receiving constructive feedback to teammates.,
  • A self-starter. You like to understand the expected outcome, get the context and then work entrepreneurially to complete the work at hand.
  • Has the autonomy and ability to balance the tradeoffs between risk tolerance and common sense
  • Ability to Trust. You trust in yourself and maintain trust in others. Your trust is built upon good judgment.
  • Having fun. Yes, this is a responsibility.

What you'll do:

  • Leverage your interpersonal and communication skills to field and resolve customer inquiries.
  • Use your discretion to work within established processes yet be flexible in resolving challenging customer requests.
  • Identify themes and escalate issues when appropriate to Technical Support or management.
  • Communicate ways we can improve the support experience to managers and Voice of the Customer.
  • Coordinate with Support team members and other departments for additional projects as needed.

Experience you'll need:

  • Excellent communication skills
  • Experience working in a support or related role
  • Higher-education preferred
  • Technology-oriented, familiar with basic technology

Why you'll love working here:

  • We're remote- and hybrid-friendly
  • We're mission driven and values guided
  • We have a strong commitment to diversity and belonging
  • We cultivate a culture of trust, autonomy, and collaboration
  • We're lifelong learners and champion team member growth and advancement
  • We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:
We're Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud product, teams can develop critical skills, improve processes and gain data-driven insights.
We're a community of growth seekers and lifelong learners who are out to do big things that make a difference in people's lives, and we're looking for curious, talented people to join us. Our culture of trust, autonomy, and genuine collaboration create an environment where you'll grow as a human and as a professional. Because to us, your growth is our growth, and vice versa.
Physical and Mental Requirements
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
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