Customer Services Specialist (Shift: 3pm to 12am, Wed-Sun MST) at Purestorage

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.
WHAT YOU BRING
Experience: A minimum of 1 year experience with phone call management, front-line IT or Support Experience
Customer Advocacy & Communication: Proven ability to translate complex situations into clear, empathetic updates for customers and stakeholders while maintaining professional composure in high-pressure environments.
Technical Troubleshooting: 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.
Operational Agility: Exceptional organizational skills with the ability to rapidly prioritize tasks and balance shifting resources against urgent customer needs.
Collaborative Mindset: 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.
#LI-ONSITE
Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.
This role may be eligible for incentive pay and/or equity.
There is no application deadline and we accept applications on an ongoing basis until the job is filled.
The hourly pay range is:
$20 - $30 USD
WHAT YOU CAN EXPECT FROM US:
Innovation : We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
Growth : We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
Team : We build each other up and set aside ego for the greater good.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out purebenefits.com for more information.
ACCOMMODATIONS AND ACCESSIBILITY:
Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you're invited to an interview.
OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

Customer Services Specialist (Shift: 3pm to 12am, Wed-Sun MST)

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