Customer Support Representative

Job Description

We’re looking for a Customer Support Representative (CSR) to join Procore's Customer Support Team. In this role, you’ll utilize strong technical problem-solving and people skills to help customers using the Levelset platform, giving them the confidence to understand, use, and evangelize the software.

As a Customer Support Representative, you'll partner with other CSRs, Customer Success Managers, Account Executives, Implementation Managers, and Technical Support to deliver a best-in-class customer experience. by managing cases through a queue of telephone, chat, and email inquiries. This position will report to the Senior Manager of Customer Support for Levelset. It will be based in our Heredia, Costa Rica, office and requires working on-site three days per week. 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
• De-escalate situations as necessary
• Be resourceful in troubleshooting technical and product questions and diagnosing root cause(s) of problems
• Partner with other departments to resolve complex customer problems and manage cases to point of resolution
• Leverage strong collaboration skills, connecting with other teams as needed to provide appropriate solutions
• Work with a diligent, consistent attention to detail and a strong commitment to 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 with clients and colleagues alike
• 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 year or more experience in a contact center or technical support environment, or 2 years of related customer support experience.
• Fluent English speaker with excellent written and oral communication skills
• Ability to thrive in a high-volume, fast-paced contact center environment
• Strong multitasking skills with the ability to self-manage workload while providing extraordinary customer experiences with exceptional follow-through
• Perceptive, active listener who can read a situation quickly
• Critical thinker who enjoys problem-solving and can provide proactive solutions
• 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

Additional Information

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 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.

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