Customer Support Representative

About the role

Procore is seeking a Customer Support Representative to join its global support team in Heredia, Costa Rica. In this hybrid position you will provide first‑contact resolutions via email, chat and phone, helping customers confidently use Procore’s construction management platform.

Key responsibilities

• Deliver best‑in‑class customer experiences by managing cases through multiple channels.
• Troubleshoot technical issues, diagnose root causes and provide solutions using established resources.
• Maintain deep knowledge of Procore’s business model, systems and integrations to educate customers.
• Meet and exceed KPIs such as schedule adherence, quality coaching, customer satisfaction and first‑contact resolution.
• Collaborate with internal SMEs and departments to resolve complex issues and ensure accurate documentation.

Required profile

• Fluent English speaker (verified by assessment).
• 1+ year in a contact‑center or technical support environment, or 2+ years of related customer support experience.
• Optimistic, clear and professional communication skills (verified by assessment).
• Strong multitasking, self‑management and attendance record.
• High School Diploma or GED.