Technical Customer Support Representative

Procore Technologies • Austin, TX

7d • Remote

About The Position

Procore is seeking a Technical Customer Support Representative (TCSR) to join its global customer support team. The role provides first-contact resolutions and helps clients confidently use and advocate for Procore’s platform. The representative assists customers by email, chat, and phone, collaborating with support teams and internal stakeholders to resolve issues and deliver an excellent customer experience.

This is a fully remote role for someone based within 30 miles of Austin, Texas. The position reports to the Manager, Customer Support. Procore describes its Support organization as offering professional development and opportunities for long-term career growth.

Requirements

• Fluent in English, subject to verification by assessment.
• At least 1 year of experience in a contact center or technical support environment, or at least 2 years of related customer support experience.
• Ability to communicate optimistically, clearly, and professionally with clients, subject to verification by assessment.
• Ability and eagerness to learn quickly, adapt to product changes, remain agile, and follow processes and procedures.
• Strong multitasking skills and ability to self-manage workload while providing excellent client experiences.
• Critical-thinking skills and ability to assess situations, provide proactive advice and solutions, and escalate client cases promptly when appropriate.
• Reliable self-starter with excellent attendance and time-management skills.
• High school diploma or GED.

Responsibilities

• Manage customer cases and inquiries by phone, chat, and email to help customers achieve their goals with Procore’s software.
• Troubleshoot technical issues, diagnose root causes, and find answers using established resources.
• Develop and maintain a thorough understanding of Procore’s business model, systems, and technologies to educate customers and optimize their use of Procore software products and integrations.
• Meet and exceed key performance indicators, including schedule adherence, quality coaching, customer satisfaction, and first-contact resolution.
• Collaborate with Procore subject matter experts and departments to resolve complex issues and manage cases through resolution.
• Maintain accurate documentation and records, with diligent attention to data security.
• Build and maintain respectful, positive working relationships with coworkers and customers.
• Represent Procore’s values of Openness, Optimism, and Ownership in interactions and adhere to ethical standards.

Benefits

• Professional development and opportunities for long-term career growth.
• The role may be eligible for equity compensation and/or bonus incentive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED