SHOULD YOU ACCEPT THIS CHALLENGE...

As a Customer Support 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 triage the nature of a problem; make initial recommendations on possible fixes, route calls to support engineers. You will use their customer-first mentality to proactively follow-up with customers and support engineers to ensure that trouble tickets are resolved and customers are satisfied. Additionally, we are looking for someone to perform limited statistical analysis to track recurring problems, and interact with customers and partners who are reporting problems with Pure Storage products.

SHOULD YOU ACCEPT THIS CHALLENGE...

• Receive incoming requests by telephone, e-mail and through the support portal
• Prioritize and dispatch these calls to Technical Support Engineers
• Where possible, send solutions to customers
• Keep customers updated about status of their open tickets
• Update information in ticket tracking system
• Notify Support Manager of critical customer issues
• Prioritize both time and projects, work to balance resources with customer needs
• Determine the scope of technical issues
• Monitor cases by Severity, Priority, and Age in Pure Storage’s case tracking system

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• At least 1 year experience with phone call management, front-line IT or Support Experience
• Fluency in one or more languages apart from English will be a plus.
• Focus on the customer experience
• Ability to 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
• Great memory skills and ability to multitask, or serialize tasks very rapidly
• Very good organizational skills
• Able to maintain composure in stressful situations
• Must be willing and able to work in an open office, team environment.