Customer Support Representative

About the role

Procore is looking for a Customer Support Representative to join its global customer support team. You will help customers use and advocate for Procore's platform by providing first-contact resolutions, assisting them by email, chat and phone, and working with other support teams and internal stakeholders. The position reports to the Manager, Customer Support and is a hybrid role in the Heredia, Costa Rica office (3 days in office, 2 days from home).

Key responsibilities

• Manage customer cases through phone, chat and email inquiries so customers can achieve their goals with Procore's software.
• Troubleshoot technical issues, diagnose root causes and find answers through established resources.
• Learn Procore's business model, system and technologies to educate customers and help them use the software and its integrations.
• Meet and exceed KPIs such as schedule adherence, quality coaching, customer satisfaction and first-contact resolution.
• Partner with Procore subject matter experts and departments to resolve complex issues and manage cases to resolution.
• Maintain accurate documentation, record keeping and data security.
• Convey Procore's culture of openness, optimism and ownership and adhere to ethical standards.

Required profile

• Fluent English speaker, verified by assessment.
• 1+ year of contact center or technical support experience, or 2+ years of related customer support experience.
• Ability to communicate clearly and professionally with clients, verified by assessment.
• High School Diploma or GED required.

Required skills

• Eagerness to learn quickly, agility with changing products and ability to follow processes.
• Strong multitasking and self-management of workload.
• Critical thinking and proactive advice, with quick escalation of cases when appropriate.
• Reliable self-starter with good attendance and time management.