Job Title: Product Support Representative (PSR)
Location: Remote – India
Time Type: Full-Time
Job Description
The Product Support Representative (PSR) ensures an exceptional customer experience by addressing technical, subscription, payment, and administrative queries from a diverse audience. This audience ranges from individual consumers to technology professionals and fellow employees. A PSR is detail-oriented, organized, and a lifelong learner, passionate about sharing knowledge with customers and team members. Daily responsibilities include responding to customer phone and email queries, validating application or website issues, engaging in personal development, participating in project work, and attending occasional meetings. Join a team that values individuality, collaboration, and innovation.
Who You Are
- An Excellent Communicator: Sincere and adept at understanding context.
- A Lifelong Learner: Driven by curiosity to expand your knowledge.
- Organized and Collaborative: Thrive in group discussions and work toward clear goals.
- Problem Solver: Skilled at asking detailed questions and following troubleshooting steps.
- Punctual and Responsible: Maintain schedules and deliver on commitments.
- Efficient: Capable of managing time effectively across responsibilities.
- Team-Oriented: Enthusiastic about understanding and collaborating with other teams.
- Receptive to Feedback: Open to giving and receiving constructive criticism.
Key Responsibilities as Product Support Representative (PSR)
Responsibilities as Product Support Representative (PSR)
- Field and resolve customer inquiries using interpersonal skills.
- Balance flexibility with established processes to handle complex requests.
- Identify recurring themes and escalate relevant issues to Technical Support or management.
- Suggest improvements to enhance the support experience.
- Collaborate with the Support team and other departments on additional projects.
Requirements: Product Support Representative (PSR)
Requirement as Product Support Representative (PSR)
- Education: Bachelor’s degree is mandatory.
- Communication Skills: Excellent verbal and written skills.
- Technical Orientation: Familiarity with basic technology.
- Experience: Prior experience in a support or related role is required.
- Ticketing Tools: Experience with ticketing tools is a plus.
Why Join Us?
- Flexible Work Models: Enjoy remote and hybrid-friendly options.
- Mission-Driven: Work within a culture guided by strong values and diversity.
- Growth-Oriented: Continuous learning opportunities and career development.
- Competitive Benefits: Unlimited PTO, summer Fridays, professional development funds, wellness reimbursements, and more.
- Collaborative Culture: Join a team that fosters trust, autonomy, and innovation.
About Pluralsight
Pluralsight is a technology workforce development company that empowers teams to build better through Skills, Flow, and Cloud products. Our mission is to inspire and enable technologists to achieve their goals. We prioritize a culture of autonomy, continuous learning, and collaboration, fostering growth and innovation.
Interview Questions and Sample Answers for Product Support Representative (PSR)
1. How do you approach resolving a customer’s technical issue?
Sample Answer: I start by listening carefully to the customer’s description of the issue, ask clarifying questions, and follow structured troubleshooting steps. If needed, I escalate the issue to the appropriate team with clear documentation.
2. Describe a time when you improved a process at work.
Sample Answer: In my previous role, I streamlined the ticketing process by introducing categorization filters, reducing response time by 20%. It improved efficiency and customer satisfaction.
3. How would you handle a difficult customer?
Sample Answer: I would remain calm, listen actively, and empathize with their concerns. By focusing on the solution, I would address their needs and provide clear, actionable steps to resolve the issue.
4. What steps do you take to stay updated with company policies and tools?
Sample Answer: I regularly attend training sessions, review internal documentation, and participate in team discussions to ensure I’m aligned with the latest updates and procedures.
5. How do you prioritize tasks when handling multiple customer inquiries?
Sample Answer: I prioritize tasks based on urgency and complexity. Critical issues or high-priority clients are addressed first, while I ensure that other tasks are queued systematically.
6. Can you share an experience of working in a team to solve a problem?
Sample Answer: In my last role, my team collaborated to identify a recurring system error affecting users. By pooling insights and testing solutions, we resolved the issue within 48 hours and documented the fix for future reference.
7. What do you know about Pluralsight and its mission?
Sample Answer: Pluralsight focuses on empowering technologists by providing tools to develop critical skills, improve processes, and gain data-driven insights. Its emphasis on lifelong learning aligns perfectly with my values.
8. How would you contribute to fostering a collaborative team environment?
Sample Answer: I believe open communication and mutual respect are key. I contribute by actively participating in discussions, sharing insights, and encouraging feedback to drive collective success.
9. What metrics would you use to measure success in this role?
Sample Answer: Key metrics include customer satisfaction scores, first response time, issue resolution time, and feedback from peers and managers.
10. Why do you want to work at Pluralsight?
Sample Answer: I’m inspired by Pluralsight’s commitment to innovation, diversity, and growth. I’m excited to contribute my skills to a company that values learning and development.
Travel Requirements
Pluralsight embraces a remote and hybrid work model. However, depending on the role and location, occasional travel to the HQ in Utah may be required for collaboration and connection.
Commitment to Diversity and Inclusion
Pluralsight is an equal opportunity employer, ensuring consideration for all qualified applicants regardless of race, color, religion, gender identity, disability, or veteran status. The company provides reasonable accommodations during the application or hiring process.
Physical and Mental Requirements
This role involves operating office equipment, performing sedentary and repetitive work, and completing tasks like documentation, data analysis, and extensive content review. The ability to learn new processes and make timely decisions is essential.
For more details about Pluralsight’s commitment to diversity, refer to their Diversity, Equity, Inclusion, and Belonging report.
