Customer Support Representative

We're looking for a Customer Support Representative (CSR) to join our Global Customer Support team. In this role, you'll be the first point of contact for our customers, providing technical problem-solving and people skills to resolve issues quickly and enable clients to confidently use and advocate for Procore's platform. The primary goal of this role is to ensure customer success and satisfaction by delivering best-in-class support experiences.

As a Customer Support Representative, you'll partner with other support teams and internal stakeholders to provide effective solutions and an excellent customer experience via email, chat, and phone. Use your technical knowledge, collaboration skills, and positive attitude to resolve customer challenges and promote the value of our platform. Join our Support organization, where we'll actively support your professional development, opening up numerous opportunities for long-term career growth.

This position reports into the Manager, Customer Support and is a fully remote role based within 50 miles of Austin or Denver. We're looking for someone to join us immediately.

• 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.

• 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.

• 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.

• Maintain diligent attention to detail and ensure the integrity of accurate documentation, consistent record-keeping, and customer data security in all interactions.

• 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.

• 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.

• Fluency in English is required for this role; this is subject to verification via assessment.

• Proven ability to communicate optimistically, clearly, and professionally with clients to efficiently handle a wide range of inquiries.

• Strong critical thinking skills with the ability to proactively assess situations, provide advice, and efficiently escalate client cases when appropriate.

• Eagerness and ability to learn quickly, remaining agile and adaptable to our evolving product and technical processes and procedures.

• Reliable self-starter with a strong work ethic, demonstrated excellent attendance, and time management skills in a remote work setting.

• Strong multitasking capabilities with the ability to effectively self-manage your workload while consistently providing an extraordinary client experience.

Base Pay Range:

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.