Customer Support Specialist - Lehi, United States - Pure Storage

Pure Storage Lehi, United States

2 weeks ago

Description

Company Overview

BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?

The answer is data, - all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure's vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we've only scratched the surface of our ambitions.

Pure is blazing trails and setting records:

For ten straight years, Gartner has named Pure a leader in the Magic Quadrant
Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score that is the highest in the industry
Industry analysts and press applaud Pure's leadership across these dimensions
And, our 6,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go

If you, like us, say "bring it on" to exciting challenges that change the world, we have endless opportunities where you can make your mark.

Position Overview

SHOULD YOU ACCEPT THIS CHALLENGE...

As a Customer Services Specialist at Pure Storage, you'll be coordinating all inbound Technical Support inquiries from customers, partners and Pure Storage employees. You'll use your problem solving skills to route calls to support engineers and proactively follow-up with customers and support engineers to ensure that trouble tickets are resolved. Additionally, we are looking for someone to interact with customers and partners and perform limited statistical analysis to track recurring problems.

Responsibilities

Receive incoming requests by telephone, e-mail and through the support portal
Prioritize and dispatch these calls to Technical Support Engineers
Keep customers updated about status of open tickets
Notify Support Manager of critical customer issues
Prioritize both time and projects, work to balance resources with customer needs
Monitor and update cases by Severity, Priority, and Age in Pure Storage's case tracking system

Qualifications

A minimum of 1 year experience with phone call management, front-line IT or Support Experience
Must be willing to work the following shift: M-F 3 pm - 12 am MST
Ability to focus on the customer experience
Troubleshoot issues with common applications such as Microsoft Office, web browsers, chat applications, and VoIP calls
Excellent people and communication skills both written and verbal
Very good organizational skills
Ability to multitask, or serialize tasks very rapidly
Able to maintain composure in stressful situations
Must be willing and able to work in an open office, team environment
Fluency in one or more languages apart from English will be a plus

Pay Range

USD $ USD $25.00 /Hr.

Pay Transparency Statement

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out for more information.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

BE YOU-CORPORATE CLONES NEED NOT APPLY

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.

PURE IS COMMITTED TO EQUALITY.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

If you need assistance or an accommodation due to a disability, you may contact us at TA-

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

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