Bilingual Customer Support Representative

Summary

Join Procore’s Customer Support team as a Bilingual Customer Support Representative and revolutionize the construction industry. You will leverage your problem-solving and people skills to provide exceptional customer support, resolving inquiries via phone, web, chat, and email. This remote US-based role requires fluency in English and French, along with 6+ months of related experience. You will master Procore’s system and tools, collaborate with other teams, and ensure a best-in-class customer experience. Procore offers growth opportunities and a supportive team environment. This position reports to the Manager of Customer Support and requires adherence to assigned schedules to ensure adequate coverage for customer needs.

Requirements

• Fluency in English and French
• 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

Responsibilities

• Acquire and maintain a thorough understanding of Procore’s 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 Procore’s 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 Procore’s culture, values of Openness, Optimism, and Ownership to our clients, adhere to established ethical standards

Preferred Qualifications

Prior experience or even interest in the construction industry is a plus

Benefits

• Paid time off
• Healthcare coverage
• Career enrichment and development programs