技术客户支持代表
Technical Customer Support Representative
我们正在寻找一名**技术客户支持代表（TCSR）**加入我们的全球客户支持团队。
在这个职位中，你将运用你的技术问题解决能力和人际沟通技巧，提供首次接触即解决的方案，使客户能够自信地使用并推广Procore的平台。
作为TCSR，你将通过电子邮件、聊天和电话协助我们的客户，同时与其他支持团队和内部利益相关者合作，提供有效的解决方案和卓越的客户体验。
当你加入我们的支持团队时，我们将支持你的职业发展，为你在公司内外的长期职业成长创造众多机会。
该职位向客户支持经理汇报，是一个完全远程的工作，要求居住在德克萨斯州奥斯汀市30英里范围内。
如果你能在动态、多元且快节奏的环境中茁壮成长，Procore和客户支持团队就是适合你的地方！
**你将负责：**
- 通过电话、聊天和电子邮件处理客户咨询，提供一流的客户体验，帮助客户实现与Procore软件的目标。
- 排查技术问题，诊断根本原因，并通过既定资源找到答案。
- 掌握并保持对Procore商业模式、系统和技术的深入了解，以教育客户并优化他们对Procore软件产品和集成的使用。
- 达到并超越关键绩效指标（KPI），如排班遵守率、质量指导、客户满意度和首次接触解决率。
- 与Procore的专业人士/部门合作，解决复杂的客户问题并管理案件至解决，利用强大的协作能力。
- 保持细致的关注和确保准确文档、记录保存和数据安全的完整性。
- 展现积极的态度，尊重同事和客户，建立并维护良好的工作关系。
- 在每一次互动中传达Procore的文化和价值观——开放、乐观和责任感，遵守道德标准。
**我们寻找：**
- 能流利使用英语；需通过评估验证。
- 1年以上在客服中心或技术支持环境的工作经验；或2年以上相关的客户服务经验
- 必须能以积极、清晰和专业的方式与客户沟通，处理客户咨询；此点需通过评估验证。
查看英文原文
We’re looking for a **Technical Customer Support Representative (TCSR)** 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 T **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 fully remote role based within 30 miles of Austin, TX.
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.
## **Additional Information**
**Base Pay Range:**
0.00 - 0.00
This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.
### **For Los Angeles County (unincorporated) Candidates:**
Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.