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 digitised and least served industries.

That’s why we’re looking for a talented Bilingual Customer Support Representative (CSR) to join Procore’s journey to revolutionise construction.

As a CSR, you’ll utilise 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 evangelise 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 Dublin office. 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 technologies; in order to educate customers and optimize their abilities to utilize Procore’s suite of software products and integrations.
• Ability to thrive in a high-volume, fast-paced contact center environment. Success in this role is measured by key performance metrics; including adherence to assigned schedules, productivity, customer satisfaction, first-contact resolution, and attendance.
• Ability to troubleshoot technical issues, diagnose the root cause(s) of problems, research, and find answers to customer questions through established resources.
• Partner with other Procore SMEs/departments to resolve complex customer problems and manage cases to the point of resolution. Leverage your strong collaboration skills, connecting with other teams as needed to provide appropriate solutions.
• Deliver a best-in-class customer experience by managing customer cases through a queue of telephone, chat, and email inquiries to deliver an exceptional experience and enable customers to achieve their goals with Procore’s software.
• Diligent, consistent attention to detail, and a strong commitment to the integrity of accurate documentation, record keeping, and data security.
• 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 in each interaction and adhere to established ethical standards at all times.

What we’re looking for:

• Fluency in English and French
• 1 year or more experience in a contact center or technical support environment; or 2 years of related customer support experience.
• Critical thinker who can assess and provide proactive advice and solutions; efficiently escalate client cases quickly, when appropriate.
• Strong multitasking skills with the ability to self-manage workload while providing extraordinary client experiences.
• Ability to communicate optimistically, clearly, and successfully with clients and handle customer inquiries with poise and professionalism.
• Reliable self-starter with excellent attendance and time management skills.
• Excellent written and oral communication skills to communicate with internal and external clients.
• Eagerness and ability to learn quickly, remain agile, adapt to a changing product, and follow processes and procedures
• Team player who also works well independently and is detail-oriented and open-minded.
• Prior experience or interest in the construction industry is a plus

#LI-Hybrid

Qualifications