Note: The job is a remote job and is open to candidates in USA. Procore Technologies is seeking a Technical Customer Support Representative to join its global customer support team. The role provides first-contact technical assistance through phone, chat, and email, troubleshoots customer issues, collaborates with internal teams, and helps customers effectively use Procore’s software and integrations.
Responsibilities
- 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
Skills
- Fluent English speaker
- 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
- 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
Benefits
- This is a fully remote role based within 30 miles of Austin, TX or Denver, CO.
- Professional development support with numerous opportunities for long-term career growth both within and outside the organization.
- This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation.
Company Overview
Company H1B Sponsorship