Customer Support Representative

We’re looking for a Customer Support Representative (CSR) to join our global customer support team.

In this role, you'll leverage your technical problem-solving and people skills to provide first-contact resolutions, enabling clients to confidently use and advocate for Procore's platform.

As a CSR, you will assist our customers via email, chat, and phone while collaborating with other support teams and internal stakeholders to provide effective solutions and an excellent customer experience.

When you join our Support organization, we will support your professional development, opening up numerous opportunities for long-term career growth both within and outside our organization.

This position reports to Manager, Customer Support, and is a hybrid role based in our Heredia, Costa Rica office (3 days in-office, 2 days from home)

If you thrive in a dynamic, diverse, and fast-paced environment, Procore and Customer Support is the place for you!

What you’ll do:

• 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.

What we’re looking for:

• Fluent English 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.