Bilingual Customer Support Representative

Summary

Join Procore's global customer support team as a Customer Support Representative (CSR)! In this fully remote US-based role, you will leverage your technical and interpersonal skills to provide first-contact resolutions for clients using Procore's platform. You'll assist customers via email, chat, and phone, collaborating with other teams to deliver excellent customer experiences. Procore supports professional development and offers opportunities for career growth. This position reports to the Manager, Customer Support. If you thrive in a dynamic environment, apply today!

Requirements

• Fluent English and Spanish 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

Responsibilities

• 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

Benefits

• Generous paid time off
• Healthcare coverage
• Career enrichment and development programs