POSITION:

We’re looking for an inquisitive and technically adept User Support Specialist who has a passion for delivering exceptional customer service and problem solving. The User Support Specialist’s mission is to engage with stakeholders, remove obstacles, and support their talent optimization efforts by enabling them to get the most out of the PI platform.

Key Responsibilities:

• Communicate with clients and partners via phone, email and chat regarding their software and operations-related inquiries with world-class efficiency & consideration
• Educate customers and partners on software how-to functionality via phone/email/chat
• Identify & solve customer challenges—often without a set playbook—and escalating issues and bugs as necessary
• Understand what vexes our customers and taking action on it—you can play an integral role in driving change through product advocacy
• Serve as an engaged member of our User Operations team—help us challenge the status quo by contributing towards a variety of team projects and initiatives
• Maintain open communication with team members and cross-functionally
• Assist with updating our internal and external support documentation

The ideal candidate will have:

• Customer service orientation. You pride yourself on being helpful, lead with empathy and are enthusiastic about making a difference.
• Technical aptitude. You’re tech-savvy and can quickly figure out new systems and applications.
• Problem-solving skills. Simply put, you like to get to the root of the issue and fix it—whatever “it” may be. If a fix doesn’t exist, you’re energized by the challenge of developing a workaround.
• Intellectual curiosity. You have a natural interest in learning new things and figuring out how they work. You’re not afraid to challenge the status quo.
• Impeccable written and verbal communication skills.
• Personal drive. You’re motivated by achieving results, driving change, and achievement.
• Team Mentality- You succeed when your team succeeds, and you strive to support them as much as external stakeholders
• A constant strive for progress, not perfection. We don’t get it right every time, but we always seek to learn and do better.
• Desire to learn. This is an incredible opportunity to learn fast and be exposed to a multitude of departments across the organization (Product, Engineering, Sales, Customer Success, Business Operations, etc.).
• Salesforce experience preferred, but not required.

PI is headquartered in our amazing Westwood, MA office, but we are also geo-flexible / remote-friendly for candidates with the right fit for our team and organization.

This is an non-exempt, hourly position. The salary for our Tier 1 User Operations Position is $53,300 annually.

The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience and work location. In addition, this position is eligible for 401k and our generous benefits package (including unlimited PTO!)