Premier Customer Support Representative

Summary

Join Procore Technologies as a Premier Customer Support Representative and provide exceptional service to our Upmarket clients. You will build relationships, understand customer needs, and collaborate with various teams to drive account growth. This role requires strong problem-solving skills, technical knowledge, and the ability to navigate complex organizational structures. The ideal candidate has 3+ years of experience in customer success or support and a proven track record of resolving complex issues. This position offers a competitive salary, bonus incentives, and a comprehensive benefits package.

Requirements

• 3+ years experience in Customer Success or Customer Support
• Proven ability to resolve complex customer and product issues
• Demonstrated commitment to building customer relationships
• Perceptive and active listening skills
• Enjoys problem-solving and can assess situations quickly
• Highly collaborative and detail-oriented
• Exceptional follow-through

Responsibilities

• Provide day-to-day customer support and de-escalate issues as needed
• Clearly explain complex technical concepts to both users and senior stakeholders
• Identify trends in customer behavior and proactively work with the account team to address them
• Utilize in-depth product knowledge to resolve product inquiries
• Collaborate with the Technical Support team on advanced technical issues and manage customer communication
• Drive positive change management by promoting customer adoption of new processes
• Advocate for high-ROI feature enhancements and escalate issues that could lead to customer churn
• Effectively navigate large organizations with intricate structures
• Summarize and share notes on product updates and enhancements that affect the customer base with the internal team

Preferred Qualifications

• Experience supporting C-Suite customers
• Experience with CRM tools, such as Salesforce

Benefits

• Base Pay Range $22 - $31. Eligible for Bonus Incentive Compensation
• Paid time off
• Healthcare coverage
• Career enrichment and development programs