Customer Support Representative

Job Description

What if you could use your people skills to support a product that impacts how communities’ hospitals, homes, sports stadiums, and schools worldwide are built? 

Construction impacts the lives of nearly everyone in the world, yet it’s also one of the world’s least digitized and least-served industries. That’s why we’re looking for a talented Customer Support Representative (CSR) to join Procore’s journey to revolutionize construction. 

As a CSR, you’ll utilize your strong technical problem-solving and people skills to help save our customers time and resources via first contact resolutions, giving our clients the confidence to understand, use, and evangelize Procore's platform.

As a member of Procore’s first CSR team in Costa Rica, you’ll be provided with the resources to master your craft and clarity of purpose through a shared vision—to improve the lives of everyone in construction. With encouragement from nurturing leaders, you’ll have access to programs and equitable opportunities to help you grow and thrive, both personally and professionally. For strong CSRs, this position is a great launching point to careers on our Custom Solutions, Documentations, and Enablement teams, and more! If you’re excited by the opportunity to work with a dynamic, diverse team in a fast-paced, fast-growing environment—Procore is the place for you!

This position will report to the Senior Manager of Customer Support and is based in our soon to open Heredia, Costa Rica office. 

We provide our customers with 24/7, around-the-clock support and are looking for candidates to join us immediately.

What you’ll do:

• Acquire and maintain a thorough understanding of Procore’s business model, system, and technologies; in order to educate customers and optimize their abilities to utilize Procore’s suite of software products and integrations.

• Ability to thrive in a high-volume, fast-paced contact center environment. Success in this role is measured by key performance metrics; including adherence to assigned schedules, productivity, customer satisfaction, first contact resolution and attendance.

• Ability to troubleshoot technical issues, diagnose root cause(s) of problems, research, and find answers to customer questions through established resources.

• Partner with other Procore SME’s/departments to resolve complex customer problems and manage cases to point of resolution. Leverage your strong collaboration skills, connecting with other teams as needed to provide appropriate solutions. 

• Deliver a best-in-class customer experience by managing customer cases through a queue of telephone, chat, and email inquiries to deliver an exceptional experience and enable customers to achieve their goals with Procore’s software.

• Diligent, consistent attention to detail and strong commitment to integrity of accurate documentation, record keeping and data security.

• Demonstrate positive attitude and respect for coworkers and customers, building and maintaining warm working relationships with clients and colleagues alike.

• Proactively seek guidance and direction from manager and co-workers when appropriate.

• Convey Procore’s culture, values of Openness, Optimism, and Ownership in each interaction and adhere to established ethical standards at all times.

What we’re looking for:

• 1 year or more experience in a contact center or technical support environment; or 2 years of related customer support experience.

• This position requires a High School Diploma or GED.

• Critical thinker with the ability to assess and provide proactive advice and solutions; efficiently escalate client cases quickly, when appropriate.

• Strong multitasking skills with the ability to self-manage workload while providing extraordinary client experiences.

• Ability to communicate optimistically, clearly, and successfully with clients and handle customer inquiries with poise and professionalism.

• Reliable self-starter with excellent attendance and time management skills.

• Excellent written and oral communication skills to communicate with internal and external clients.

• Eagerness and ability to learn quickly, remain agile, adapt to a changing product, and follow processes and procedures

• Team player who also works well independently and is detail-oriented and open-minded.

• Fluent English speaker

Additional Information

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.

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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