About the Role
Product Support Representative
locations
Remote – USA
time type
Full time
job requisition id
R0013161
Job Description:
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.