Customer Services Specialist (Shift: 3pm to… at Pure Storage · Lehi

Summary: Pure Storage is reshaping the data storage industry and is looking for a Customer Services Specialist to be the first point of contact for their Technical Support team. This role involves orchestrating the flow of inbound inquiries, managing support ticket lifecycles, and collaborating with engineers to ensure customer satisfaction and timely resolutions. Responsibilities: - Orchestrate Incident Flow: Direct all incoming support requests across phone, email, and the Everpure portal to the appropriate engineers, ensuring high-priority issues are addressed immediately to minimize customer downtime - Manage Lifecycle Communications: Drive customer satisfaction by providing proactive status updates on open tickets, ensuring transparency and setting clear expectations for resolution timelines - Monitor Service Health: Audit the support queue by severity and priority to ensure no case falls behind, escalating critical or aging issues to Support Leadership to maintain our stringent Service Level Agreements (SLAs) - Drive Operational Intelligence: Perform targeted statistical analysis on recurring support trends to help the engineering team identify root causes and improve the long-term stability of the Everpure Platform Required Qualifications: - A minimum of 1 year experience with phone call management, front-line IT or Support Experience - Proven ability to translate complex situations into clear, empathetic updates for customers and stakeholders while maintaining professional composure in high-pressure environments - Proficiency in navigating modern support ecosystems, including case tracking systems, VoIP tools, and web-based collaboration applications to manage a high volume of digital requests - Exceptional organizational skills with the ability to rapidly prioritize tasks and balance shifting resources against urgent customer needs - A track record of working effectively within a team-oriented environment to solve cross-functional problems and meet shared KPIs - Location: We are primarily an in-office environment and therefore, you will be expected to work from the Lehi office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave Required Skills: Phone Call Management, IT Support, Technical Troubleshooting, Case Tracking Systems, VoIP Tools, Web-based Collaboration Applications, Statistical Analysis, Customer Advocacy & Communication, Operational Agility, Collaborative Mindset Benefits: Flexible time off, Wellness resources, Company-sponsored team events