Premier Support Technician

Job Description

We’re looking for a Premier Support Technician to join Procore’s Premier Support team. At Procore, our Premier Support team sits within our Customer Support organization, but works closely with many partnering service delivery teams, such as our Customer Success and Professional Services organizations. The Premier Support Technicians are also partners with our Technical Support team, actively working to troubleshoot, validate, and report our customers’ product issues.

In this role, you will partner directly with Procore’s largest customers, acting as their trusted technical advisor. You will assist them with technical inquiries and help them achieve their business goals by effectively addressing their most pressing issues and concerns. As part of the team, you will help ensure positive technical outcomes and resolve issues that are organization and account-impacting. Use your technical experience, emotional intelligence, and diligence to address high-visibility issues for our highest-profile clients.

Procore’s mission is to improve the lives of everyone in construction. As a Premier Support Technician, you have the direct opportunity to make a meaningful impact on our customers, their ability, and satisfaction with using Procore, and ensuring they can focus on getting some of the world’s largest construction projects completed!

You can read about some of the success stories our customers have had on our Customer Stories page!

This position will report to the Manager of Premier Support.

What You’ll Do

• Manage 5-10 accounts, ensuring both tactical and technical success. This includes handling cases, managing escalations, and triaging service requests and solutions

• Collaborate with Procore’s account teams to facilitate successful contract renewals by addressing technical barriers that may impede your customer's continued success

• Conduct monthly technical health reviews for each of your accounts, utilizing your analytical skills to identify trends in technical challenges and opportunities for improvement in their support engagements

• Develop a strong and trusted relationship with each of your customers by being highly knowledgeable about their specific account needs and maintaining an understanding of their unique priorities

• Maintain expertise across Procore’s range of tools, proactively identifying new knowledge requirements based on the individual needs of your managed accounts

• Collaborate with fellow team members to share best practices and continuously improve our support delivery processes

What We’re Looking For

• 3+ years of experience working in a call center environment or 2+ years working directly with the Procore platform

• Exceptional communication skills with the ability to deliver complex technical solutions in a clear, professional, and succinct manner

• Excellent time management skills, ability to multitask, and self-manage your workload while providing extraordinary customer experiences

• Meticulous attention to detail and adherence to policies and processes to provide a streamlined experience to your customers

• Strong ability to manage and prioritize customer issues, ensuring the highest level of responsiveness and customer satisfaction

• Eagerness and ability to learn quickly, remain agile, and adapt to changing products and processes

• Professional demeanor and willingness to travel for customer-related events to represent Procore and Premier Support in person

• Experience working with complex technical systems and familiarity with utilizing tools such as Salesforce, JIRA, Confluence, Gong, and Google Suite tools

Additional Information

Base Pay Range $25 - $34. Eligible for Bonus Incentive Compensation. Eligible for Equity Compensation. 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.

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

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.

If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.

For Los Angeles County (unincorporated) Candidates:

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.