Product Support Representative

Job Description:

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.

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.

• 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 with the autonomy to assess the expected outcomes, gather context, and work independently to deliver results.

• Having fun. Yes, this is a responsibility.

What you'll do:

• Field and resolve customer inquiries via phone and email using strong interpersonal and communication skills.

• Troubleshoot and validate application or website issues while balancing established processes with flexibility for unique challenges.

• Escalate recurring themes or complex issues to Technical Support or management as needed.

• Provide feedback to managers and Voice of the Customer to improve the support experience.

• Collaborate with team members and other departments on projects and initiatives.

• Dedicate time to personal growth, participate in team initiatives, and engage in occasional meetings to align and collaborate.

• Contribute to a supportive team environment that values individuality and input.

Experience you'll bring:

• Outstanding ability to convey ideas clearly and effectively

• Experience working in a support or related role

• Higher-education preferred

• Familiarity with basic technological skills

Requirements:

• A minimum of 2 years of related or equivalent experience.

Travel Requirements:

While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.

Why you'll love working here:

• We're remote- and hybrid-friendly

• We're mission driven and guided by our culture pillars

• 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 products, teams can develop critical skills, improve processes and gain data-driven insights.

Learning and development are at the core of who we are. We're out to help every technologist build better, and we're looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.

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.

The annual US base salary range for this role is $38,700-$47,800 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary, this role may also be eligible for benefits and bonuses.

Applications must be submitted within 90 days after the initial posting date to be considered.

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