Full-Time Customer Support Representative

• Deliver best-in-class customer experiences by managing cases through phone, chat, and email inquiries.
• 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.
• 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.
• 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.
• Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction, adhering to ethical standards.

• 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.

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