User Support Specialist at The Predictive Index

| Greater Boston Area
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PURPOSE:

The Predictive Index—the talent optimization leader—is an award-winning best place to work (Inc., Glassdoor, Boston Business Journal, The Boston Globe).

Our mission is “Better work, better world," and we take great pride in PI’s power to supercharge workplace relationships and culture to achieve the unthinkable. We’re our own best case study! You’ll be working toward a mission that inspires you, and you’ll be surrounded by fun, smart, driven people day in and day out.

There’s a reason more than 8,000 companies—including Nissan, Citizens Bank, Drift, Subway, Blue Cross Blue Shield, Docusign, and Omni Hotels—trust PI to help them hire top talent, design winning teams, and develop leaders at every level. Come discover how we empower our clients to solve their biggest challenges and make their business dreams come true.

The Predictive Index is a place where people with diverse backgrounds, experiences, and perspectives collaborate on amazing, important work. We celebrate our differences, knowing that they are fundamental to our success as an organization. “Better Work, Better World,” starts here, in an organization where every member of the PI community is valued, respected, and welcome. We encourage people from underrepresented backgrounds to apply.


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 customers, 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 and email regarding their software-related inquiries with world-class efficiency & consideration
  • Educate customers and partners on software how-to functionality via phone/email
  • Identify & solve customer challenges—often without a set playbook—and escalating issues and bugs as necessary
  • Understanding what vexes our customers, and taking action on it—you can play an integral role in driving change through product advocacy
  • Serving 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
  • Maintains 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 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.
  • 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.
  • 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.

This position is based in our office in Westwood, MA, but remote candidates will also be considered based on experience. If you possess all-of-the-above, and have experience doing the awesome stuff we just mentioned, we’d love to talk to you!  

Just as our employees are threads in the cultural fabric of PI, THREADS is our framework for understanding our core values.

Teamwork: Focus on the “we,” not the “me.”

Honesty: Follow your moral compass.

Reliability: Be someone others can count on.

Energy: Be balanced, be energized.

Action: Errors of action are better than errors of inaction. Be brave.

Drive: Own it.

Scope: Don't try to boil the ocean.


The Predictive Index participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

The Predictive Index is an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavascriptLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • .NET CoreFrameworks
    • PardotAnalytics
    • DoceboAnalytics
    • AsanaManagement
    • JIRAManagement
    • DomoManagement
    • WordpressCMS
    • SalesforceCRM
    • SalesloftCRM

Location

Our office is close to lots of restaurants and a huge shopping area. Just minutes from the Rt. 128 train station, we're commuter friendly to everyone!

An Insider's view of The Predictive Index

How would you describe the company’s work-life balance?

I think The Predictive Index really puts its people first. My manager has been really supportive of my needs in and out of the office. I think having a manager that cares about me as a whole person makes me feel more fulfilled and energized to come to work.

Caraline

Recruiter

What does your typical day look like?

I'd say a good third of a "typical" day is spent meeting with people to make sure our team is building the right stuff and in the right way. Another sixth my day is spent interviewing or thinking about hiring and onboarding since we’re growing so fast. The last half of my day is hopefully spent programming! Building cool stuff is my favorite!

Stefan

Lead Software Engineer

How does the company support your career growth?

PI and my team have done a lot to map out a career path from having monthly discussions to filling out a personal development chart. This has allowed me to clearly see a future as well as understand what it is going to take to achieve my goals, and I know PI will help me get there.

John

Business Development Representative

What is your vision for the company?

Operations at PI enables all business units to empower members to maximize their creativity. I envision PI's growth to be powered by scalability, where systems and intelligence allow us to focus on high-value activities; where departments partner in successful cross-functional initiatives enabled by optimal automation.

Maribel

Senior Vice President, Operations

What’s the vibe like in the office?

It’s vibrant and full of energy with animated discussions every direction you turn. It may sound weird, but it feels like there is knowledge in the air you breathe. You learn something new every day just by interacting with the talented people you work with.

Zoya

UX Researcher

What are The Predictive Index Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
We partner with organizations around Boston like Fathers Uplift, as well as Friends of the Blue Hills, Westwood Food Pantry, Needham Community Council, the Greater Boston Food Bank, and Toys for Tots.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.
Customized development tracks
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