Bilingual Customer Support Representative

Job Description

What if you could use your people skills to support a product that impacts the way communities’ hospitals, homes, sports stadiums, and schools across the world are built? Construction impacts the lives of nearly everyone in the world, yet it’s also one of the world’s least digitized and least served industries. That’s why we’re looking for a talented Bilingual Customer Support Representative (CSR) to join Procore’s journey to revolutionize construction. As a CSR, you’ll utilize your strong problem-solving and people skills to help save our customers time and resources via one-call resolutions, giving our clients the confidence to understand, use, and evangelize Procore’s platform. 

As a member of Procore’s CSR team, you’ll be provided with the resources to master your craft and clarity of purpose through a shared vision—to improve the lives of everyone in construction. With encouragement from nurturing team leaders, you’ll have access to programs and equitable opportunities to help you grow and thrive, both personally and professionally. For strong CSRs, this position is a great launching point to careers on our Custom Solutions, Documentations, Learning & Development teams, and more! If you’re excited by the opportunity to work with a dynamic, diverse team in a fast-paced, fast-growing environment—Procore is the place for you!

This position will report to the Manager of Customer Support and is based in our Toronto, Canada office or remotely in the Toronto area. We provide our customers with 24/7, around-the-clock support and are looking for candidates to join us immediately. 

What you’ll do:

• Acquire and maintain a thorough understanding of Procore’s business model, system, and the tools needed to optimize system use and maximize impact

• Work in an exciting, fast-paced contact center environment that requires adherence to assigned schedules to ensure adequate coverage for customer needs

• Leverage your strong collaboration skills, connecting with other teams to escalate client cases and solve complex customer problems 

• Deliver a best-in-class customer experience by managing and addressing a stream of telephone, web inquiries, chat, and email to patiently guide our customers through the process of achieving their goals with Procore’s software

• Diligent, consistent attention to detail and management of administrative aspects of the job

• Demonstrate positive attitude and respect for coworkers and customers, building and maintaining warm working relationships with clients and colleagues alike 

• Proactively seek guidance and direction from manager and co-workers when appropriate

• Convey Procore’s culture, values of Openness, Optimism, and Ownership to our clients, adhere to established ethical standards

What we’re looking for:

• Fluency in English and French

• 6+ months of related experience (queue-based roles, other customer support experience, retail, etc.) and a High School Diploma or GED

• A clear communicator (both written and orally) with prior experience evaluating and resolving customer inquiries successfully 

• Strong curiosity and persistence while researching and troubleshooting problems to find answers to consumer questions

• A hungry learner with the ability to learn quickly and adapt to a changing product

• Self-starter who is excellent at problem-solving

• A solution-focused mindset that proactively detects issues and provides timely solutions 

• Superb attention to detail with extensive experience multitasking and managing work independently while still functioning as a supportive team player 

• Prior experience or even interest in the construction industry is a plus

Qualifications