Product Support Representative

Job Description:
Pluralsight is the technology workforce development company that helps teams build better products by knowing more and working better together. Using our Skills and Flow products, teams can develop critical skills, improve processes and gain insights through data.
We build this exciting product ecosystem by working with smart people and uniting behind a passion for what tech can create. We're a group of good-natured, nimble go-getters dedicated to helping people and businesses build better with technology. That means when we see opportunities to create, we go for it. We don't let the unknown stop us from solving challenges and winning together. And most importantly, we treat each other like adults. If you can see possibilities where others see problems, have candid conversations to ensure all voices are heard and thrive in a collaborative environment, you'll do some of the best work of your career here.
The Opportunity
Join Pluralsight on our mission to democratize technology skills and bring high-quality instruction to thousands of individuals across the globe! Pluralsight is currently hiring a Product Support Representative (PSR) which is instrumental in providing an outstanding customer experience with every interaction. Excellent communication skills are critical 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 needs to be organized, detail oriented, and a lifelong learner who loves to share 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 on a team that accepts 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:

• Use 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 raise 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:

• 2+ years of experience working in a support or related role
• Excellent communication skills
• Higher-education preferred
• Technology-oriented, familiar with basic technology

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.
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