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Customer Support Representative

4 months ago

New Orleans, Louisiana, United States Procore Full time

Job Description

We're looking for a Customer Support Representative to provide quality, efficient service to Levelset customers. In this role, you'll utilize strong problem-solving and people skills to help save our customers time, giving them the confidence to understand, use, and evangelize Levelset's platform. The position is a balance between independent work and close partnership with other CSRs, Customer Success Managers, Account Executives, Implementation Managers, and Technical Support.

The person who fills this role should have a genuine passion for customer service and be interested in growing in the field of Customer Success. This position sits in our New Orleans office and reports into the Senior Manager, Customer Support. We're looking for someone to join us immediately.

What you'll do:

  • Maintain a thorough understanding of Levelset's business model, product, and the tools needed to optimize system use and maximize impact
  • Support customers in their day-to-day account usage via phones, emails, and chat
  • De-escalate situations as necessary
  • Clearly and simply articulate technical scenarios to end users
  • Be resourceful in troubleshooting product questions
  • Identify patterns in customer behavior and collaborate with the account team to solve them
  • Adhere to an assigned 8-hour schedule between the hours of 8am and 6pm Central Time to ensure adequate coverage for customer needs

What we're looking for:

  • 1+ years of Customer Success or Customer Support experience
  • Proven experience in resolving complex customer/product issues
  • Perceptive, active listener who can read a situation quickly
  • Critical thinker who enjoys problem solving and can provide proactive solutions
  • Detail-oriented team player with exceptional follow-through
  • Strong multitasking skills with the ability to self manage workload while providing 5-star customer experiences
  • Reliable self-starter with excellent time management skills
  • Eagerness to learn quickly, remain agile, and follow processes and procedures
  • Ability to communicate optimistically, clearly, and successfully and handle customer inquiries with poise and professionalism
  • Must be willing to stay in this role for at least one year

Additional Information

Base Pay Range $18 - $24. 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 diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

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