Technical Customer Support Representative
我们正在寻找一个技术客户支持代表 (TCSR) 加入我们的全球客户支持团队。在这个角色中，你将利用你的技术解决问题和人员技能来提供第一接触解决方案，使客户能够自信地使用并倡导 Procore 平台。作为 T **CSR**,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，为客户提供有效解决方案和优秀的客户体验。当你加入我们的支持组织时，我们将支持你的专业发展，在公司内部和外部开放许多长期职业增长机会。这个职位报告给经理，客户服务，并且是位于奥斯，德克萨斯州30英里内的完全远程角色。如果你在一个动态，多样化和快速的环境中繁荣，Procore 和客户支持是适合你的地方！** 你会做什么：** - 通过通过电话，聊天和电子邮件查询来管理案件提供最好的客户体验，使客户能够使用 Procore 软件实现他们的目标。- 解决技术问题，通过既定资源诊断根本原因并找到答案。- 获得和保持对 Procore 的商业模式，系统和技术的全面了解，以教育客户并优化其使用 Procore 软件产品和集成。- 满足和超越关键绩效指标 (KPIs),如时间表遵守，质量辅导，客户满意度和第一次接触解决方案。- 与 Procore 中小企业/部门合作，解决复杂的客户问题，管理案件到解决，利用强大的协作技能。- 保持细节的密切关注，确保准确的文档，记录和数据安全的完整性。- 展示对同事和客户的积极态度和尊重，建立和维持温暖的工作关系。- 在每一项互动中传达 Procore 的开放性，乐观性和所有权文化和价值观，遵守道德标准。**我们正在寻找的是：** - 流利地说英语；可通过评估进行验证。- 1年以上在联系中心或技术支持环境中的经验；或者2年以上相关的客户支持经验。- 客户需要乐观，明确和专业的沟通来处理客户询问；这可通过其他方式进行验证。
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.