Customer Support Representative

Description

• Troubleshoot and resolve technical issues promptly by diagnosing root causes and finding accurate answers through established resources and knowledge bases. We'll rely on you to be a proactive problem-solver.
• Acquire and maintain a thorough understanding of Procore’s business model, system, and technologies to effectively educate customers and optimize their use of our software products and integrations. You'll become a product expert.
• Meet and exceed key performance indicators (KPIs), such as schedule adherence, quality of service, customer satisfaction, and first-contact resolution rates. Your performance is essential to the team’s success.
• Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction, adhering to ethical standards and building warm working relationships with coworkers and customers.
• Partner with Procore Subject Matter Experts (SMEs) and various departments to resolve complex customer issues, leveraging strong collaboration skills to manage cases efficiently through to resolution.
• Deliver best-in-class customer experiences by actively managing cases through phone, chat, and email, enabling customers to achieve their goals with Procore’s software. This is our top priority for you.
• Maintain diligent attention to detail and ensure the integrity of accurate documentation, consistent record-keeping, and customer data security in all interactions.

Requirements

• Proven ability to communicate optimistically, clearly, and professionally with clients to efficiently handle a wide range of inquiries.
• Reliable self-starter with a strong work ethic, demonstrated excellent attendance, and time management skills in a remote work setting.
• Fluency in English is required for this role; this is subject to verification via assessment.
• Eagerness and ability to learn quickly, remaining agile and adaptable to our evolving product and technical processes and procedures.
• Strong critical thinking skills with the ability to proactively assess situations, provide advice, and efficiently escalate client cases when appropriate.
• Strong multitasking capabilities with the ability to effectively self-manage your workload while consistently providing an extraordinary client experience.
• High School Diploma or GED is required, along with 1+ years of experience in a contact center or technical support environment, or 2+ years of related customer support experience.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance