Customer Support Representative - remote

Customer Support Representative

Location:Remote, United States

• Customer Success (CS)
  • Full-time

    Job Description

    What if you could use your people skills to support a product that impacts the way communities hospitals, homes, sports stadiums, and schools across the world are built? Construction impacts the lives of nearly everyone in the world, yet its also one of the worlds least digitized and least served industries. Thats why were looking for a talentedCustomer Support Representative (CSR)to join Procores journey to revolutionize construction. As aCSR, youll utilize your strong problem-solving and people skills to help save our customers time and resources via one-call resolutions, giving our clients the confidence to understand, use, and evangelize Procore’s platform.

    As a member of ProcoresCSRteam, youll be provided with the resources tomasteryour craft and clarity of purpose through a shared visionto improve the lives of everyone in construction. With encouragement from nurturing team leaders, youll have access to programs and equitable opportunities to help you grow and thrive, both personally and professionally. For strongCSRs, this position is a great launching point to careers on our Custom Solutions, Documentations, Learning &Development teams, and more! If youre excited by the opportunity to work with a dynamic, diverse team in a fast-paced, fast-growing environmentProcore is the place for you!

    This position will report to the Manager of Customer Support and is based remotely.We provide our customers with 24/7, around-the-clock support. We are looking for folks who are interested in learning more about starting a support career at Procore now or in the future if/when a position becomes available.

    What youll do:

    • Acquire and maintain a thorough understanding of Procores business model, system, and the tools needed to optimize system use and maximize impact
    • Work in an exciting, fast-paced contact center environment that requires adherence to assigned schedules to ensure adequate coverage for customer needs
    • Leverage your strong collaboration skills, connecting with other teams to escalate client cases and solve complex customer problems
    • Deliver a best-in-class customer experience by managing and addressing a stream of telephone, web inquiries, chat, and email to patiently guide our customers through the process of achieving their goals with Procores software
    • Diligent, consistent attention to detail and management of administrative aspects of the job
    • 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 Procores culture, values of Openness, Optimism, and Ownership to our clients, adhere to established ethical standards

      What were looking for:

      • 6+ months of related experience (queue-based roles, other customer support experience, retail, etc.) and a High School Diploma or GED
      • A clear communicator (both written and orally) with prior experience evaluating and resolving customer inquiries successfully
      • Strong curiosity and persistence while researching and troubleshooting problems to find answers to consumer questions
      • A hungry learner with the ability to learn quickly and adapt to a changing product
      • Self-starter who is excellent at problem-solving
      • A solution-focused mindset that proactively detects issues and provides timely solutions
      • Superb attention to detail with extensive experience multitasking and managing work independently while still functioning as a supportive team player
      • Prior experience or even interest in the construction industry is a plus

        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 candidates job-related skills, experience,educationor 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 detailsabout what we offer and how we empower you to be your best.