Customer Support Representative

Description

• Acquire and maintain a thorough understanding of Procore’s business model, system, and technologies; in order to educate customers and optimize their abilities to utilize Procore’s suite of software products and integrations.
• Partner with other Procore SMEs/departments to resolve complex customer problems and manage cases to the point of resolution. Leverage your strong collaboration skills, connecting with other teams as needed to provide appropriate solutions.
• Proactively seek guidance and direction from manager and co-workers when appropriate.
• Deliver a best-in-class customer experience by managing customer cases through a queue of telephone, chat, and email inquiries to deliver an exceptional experience and enable customers to achieve their goals with Procore’s software.

Requirements

• 1 year or more experience in a contact center or technical support environment; or 2 years of related customer support experience.
• Ability to troubleshoot technical issues, diagnose the root cause(s) of problems, research, and find answers to customer questions through established resources.
• Convey Procore’s culture, values of Openness, Optimism, and Ownership in each interaction and adhere to established ethical standards at all times.
• Critical thinker who can assess and provide proactive advice and solutions; efficiently escalate client cases quickly, when appropriate.
• Prior experience or interest in the construction industry is a plus
• Strong multitasking skills with the ability to self-manage workload while providing extraordinary client experiences.
• Ability to communicate optimistically, clearly, and successfully with clients and handle customer inquiries with poise and professionalism.
• Team player who also works well independently and is detail-oriented and open-minded.
• Eagerness and ability to learn quickly, remain agile, adapt to a changing product, and follow processes and procedures
• Demonstrate positive attitude and respect for coworkers and customers, building and maintaining warm working relationships with clients and colleagues alike.
• Diligent, consistent attention to detail, and a strong commitment to the integrity of accurate documentation, record keeping, and data security.
• Reliable self-starter with excellent attendance and time management skills.
• Excellent written and oral communication skills to communicate with internal and external clients.
• Ability to thrive in a high-volume, fast-paced contact center environment. Success in this role is measured by key performance metrics; including adherence to assigned schedules, productivity, customer satisfaction, first-contact resolution, and attendance.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance