Customer Support Representative

Job Description
We're looking for a
Customer Support Representative (CSR)
to join our global customer support team.

In this role, you'll leverage your technical problem-solving and people skills to provide first-contact resolutions, enabling clients to confidently use and advocate for Procore's platform.

As a
CSR
, you will assist our customers via email, chat, and phone while collaborating with other support teams and internal stakeholders to provide effective solutions and an excellent customer experience.

When you join our Support organization, we will support your professional development, opening up numerous opportunities for long-term career growth both within and outside our organization.

This position reports to Manager, Customer Support, and is a fully remote role based within 30 miles of Austin, TX or Denver, CO.

If you thrive in a dynamic, diverse, and fast-paced environment, Procore and Customer Support is the place for you

What you'll do:

• 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.

What we're looking for:

• Fluent English speaker; subject to verification via assessment.
• 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; this is subject to verification via assessment.
• 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.

Additional Information
Base Pay Range: $19-$22 per hour.

Equity Compensation: Eligible

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 dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.

For Los Angeles County (unincorporated) Candidates:
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.