Customer Support Representative

Job Description

We’re looking for a Customer Support Representative (CSR) to join our global customer support
team. In this role, you'll leverage your technical problem-solving and people skills to provide first-contact
resolutions, enabling clients to confidently use and advocate for Procore's platform.
As a CSR, you will assist our customers via email, chat, and phone while collaborating with other
support teams and internal stakeholders to provide effective solutions and an excellent customer
experience. When you join our Support organization, we will support your professional development, opening up numerous opportunities for long-term career growth both within and outside our organization.

This position reports to Manager, Customer Support, and is based out of our Heredia office.
If you thrive in a dynamic, diverse, and fast-paced environment, Procore and Customer Support is
the place for you!

What you’ll do:

• Deliver best-in-class customer experiences by managing cases through phone, chat, and email inquiries, enabling customers to achieve their goals with Procore’s software.
• Troubleshoot technical issues, diagnose root causes, and find answers through established resources.
• Acquire and maintain a thorough understanding of Procore’s business model, system, and technologies to educate customers and optimize their use of Procore’s software products and integrations.
• Meet and exceed key performance indicators (KPIs), such as schedule adherence, quality coaching, customer satisfaction, and first-contact resolution.
• Partner with Procore SMEs/departments to resolve complex customer issues and manage cases to resolution, leveraging strong collaboration skills.
• Maintain diligent attention to detail and ensure the integrity of accurate documentation, record keeping, and data security.
• Demonstrate a positive attitude and respect for coworkers and customers, building and maintaining warm working relationships.
• Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction, adhering to ethical standards.

What we’re looking for:

• Fluent English speaker; subject to verification via assessment.
• 1+ years of experience in a contact center or technical support environment; or 2+ years of related customer support experience
• Must communicate optimistically, clearly, and professionally with clients to handle client inquiries; this is subject to verification via assessment.
• Eagerness and ability to learn quickly, remain agile, adapt to a changing product, and follow processes and procedures
• Strong multitasking skills with the ability to self-manage workload while providing extraordinary client experiences
• Critical thinker with the ability to assess and provide proactive advice and solutions; efficiently escalate client cases quickly, when appropriate.
• Reliable self-starter with excellent attendance and time management skills.
• High School Diploma or GED required.

Additional Information

Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

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