TL;DR

Customer Support Representative: Providing first-contact resolutions and troubleshooting technical issues for clients using Procore's platform with an accent on managing cases via phone, chat, and email, and collaborating with internal stakeholders. Focus on acquiring a thorough understanding of Procore’s system to educate customers and optimize their software use, and meeting key performance indicators.

Location: Hybrid role in Heredia, Costa Rica (3 days in-office, 2 days from home)

Company

%hirify_global% is a company that provides construction management software.

What you will do

Deliver best-in-class customer experiences by managing cases through phone, chat, and email inquiries.
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.
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.
Maintain diligent attention to detail and ensure accurate documentation, record keeping, and data security.

Requirements

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; 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.

Culture & Benefits

Opportunities for professional development and long-term career growth.
Work in a dynamic, diverse, and fast-paced environment.
Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction.
Demonstrate a positive attitude and respect for coworkers and customers.