Technical Customer Support Representative

Procore Technologies is hiring a Technical Customer Support Representative to help customers use its software through first-contact support and technical troubleshooting. The role handles inquiries by phone, chat, and email, collaborates with internal teams to resolve cases, and helps customers optimize their use of Procore’s products 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

Benefits

Fully remote role based within 30 miles of Austin, TX.

Support for professional development, with opportunities for long-term career growth within and outside the organization.

May be eligible for Equity Compensation and/or Bonus Incentive Compensation.

Company

Construction management software platform for the full construction lifecycle.

Carpinteria, California, USA

https://www.procore.com/en-sg

Founded in 2002

1001-5000 employees

Qualifications

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

Required skills

Represents the skills you have, click on the tags, Technical Support, Customer Support

Experience

1+ years