Job DescriptionWhat 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. Shift hours for this position are 6:00 a.m. to 3:00 p.m. and we 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.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, proficiency in French or German
Have at least one year of experience in a contact centre or technical support environment, or a minimum of two years of related customer support experience.Act as a critical thinker who can proactively assess client needs, provide effective solutions, and efficiently escalate cases when appropriate.Possess excellent written and oral communication skills to interact optimistically, clearly, and successfully with both internal and external clients, handling all inquiries with poise.A reliable self-starter with strong multitasking abilities, excellent attendance, and proven time management skills to self-manage your workload while providing an extraordinary client experience.Demonstrate the ability to learn quickly, remain agile, adapt to a changing product, and consistently follow established processes and procedures.Function as a detail-oriented, open-minded team player who also works well independently.Prior experience within or a demonstrated interest in the construction industry is considered a plus.#LI-HybridAdditional InformationPerks & BenefitsYou are a person with dreams, goals, and ambitions-both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings:Health:Private medical insurance for yourself and immediate family with no excess paymentsLife and income protection insuranceQuarterly wellness stipendWealth:Company pension planEmployee stock purchase planLeisure: 25 days of paid holidays per year (in addition to public and company holidays)Enrichment: Employee learning and development programmes, and friends and family eventsAbout UsProcore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on to see what others are saying about working at Procore.We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a dynamic and inclusive environment. We do not tolerate discrimination against candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.If you'd like to stay in touch and be the first to hear about new roles at Procore, join our .Alternative methods of applying for employment are available to individuals unable to submit an application through because of a disability. Contact our benefits team to discuss reasonable accommodations.
