Pluralsight Looking for Self-Service B2C Live Chat Representative at Remote Full Time

Job Description:
Pluralsight is the technology workforce development company that helps teams build better products by knowing more and working better together. Using our Skills and Flow products, teams can develop critical skills, improve processes and gain insights through data.

We build this exciting product ecosystem by working with smart people and uniting behind a passion for what tech can create. We’re a group of good-natured, nimble go-getters dedicated to helping people and businesses build better with technology. That means when we see opportunities to create, we go for it. We don’t let the unknown stop us from solving challenges and winning together. And most importantly, we treat each other like adults. If you can see possibilities where others see problems, have candid conversations to ensure all voices are heard and thrive in a collaborative environment, you’ll do some of the best work of your career here.

The opportunity

Pluralsight is currently hiring Live Chat Representatives who are instrumental in educating both prospects and existing customers on our product offering. Excellent communication skills are critical as a Chat Representative routinely addressing program, content, subscription related questions from a broad audience, ranging from individual consumers to technology professionals to fellow employees. A Representative needs to be organized, detail oriented, and a lifelong learner who loves to share knowledge with customers and the rest of the team.

Daily activities often include responding to customer phone and chat queries, understanding customer requirements and pitching them a relevant product suiting their needs and convert them into a paid user, reviewing cancellation requests to understand reasons behind and help customers in continuing their learning journey, Upsell and upgrades to existing customer accounts to help them derive higher value from their learning.

Who you’re committed to being:
An outstanding communicator and effective doer. You are sincere, context-seeking and not driven by ego.

A life-long learner! Your curiosity drives you to explore beyond the edge of your current scope.

Organized and collaborative. You seek clarity while in a group and like to discuss evolving ideas. You work well with others with the end goal in mind.

Able to ask detailed and specific questions, to understand nuance and to challenge conventional wisdom.

Adept at understanding and communicating complex ideas in simple terms.

Good at probing in order to identify customer needs and pitch correct solutions accordingly.

Efficient in objection handling to ensure customers get the maximum benefit out of their program.

Punctual and responsible for your schedule, in coordination with the wider CSR team.

Committed to giving and receiving constructive feedback to teammates.

A self-starter. You like to understand the expected outcome, get the context and then work entrepreneurially to complete the work at hand.

What you’ll own:
Use your interpersonal and communication skills to help potential customers select the right product to meet their unique needs.

Have the experience and capabilities to handle multiple live chats simultaneously ensuring every chat is given the same treatment in terms of sales pitch and sales support offered.

Be familiar with SLA, chat handling, call handling and dispute resolution process.

Identify themes and raise issues when appropriate to Technical Support or management which can hinder the sales process.

Communicate new program offerings to existing customers to upgrade or upsell them into higher value programs.

Work as a cancellation advisor to address the reasons behind customers cancellation and helping them to resolve them to ensure continued learning.

Experience you’ll need:
4+ years of experience working in a sales, business development or related role within the EdTech space.

Tech savvy, familiar with basic technology like programming languages, data science and analysis, Machine learning and AI.

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.