Customer Support Representative

TL;DR

Customer Support Representative: Being the first point of contact for customers, providing technical problem-solving and people skills to resolve issues quickly and enable clients to confidently use Procore's platform. Focus on delivering best-in-class support experiences and ensuring customer success and satisfaction by proactively diagnosing root causes and maintaining product expertise.

Location: Fully remote role based within 50 miles of Austin or Denver

Salary: $19.20 – $26.40 USD Hourly

Company

hirify.global is a company that provides software solutions.

What you will do

• Deliver best-in-class customer experiences by managing cases via phone, chat, and email.
• Troubleshoot and resolve technical issues promptly by diagnosing root causes.
• Acquire and maintain a thorough understanding of Procore’s business model and technologies.
• Meet and exceed key performance indicators (KPIs) such as customer satisfaction and first-contact resolution rates.
• Partner with Subject Matter Experts (SMEs) and various departments to resolve complex customer issues.
• Maintain diligent attention to detail, accurate documentation, and customer data security.

Requirements

• High School Diploma or GED is required, along with 1+ years of experience in a contact center or technical support, or 2+ years of related customer support experience.
• Fluency in English is required and subject to verification.
• Proven ability to communicate optimistically, clearly, and professionally with clients.
• Strong critical thinking skills to proactively assess situations and escalate cases.
• Eagerness and ability to learn quickly and adapt to evolving products and processes.
• Reliable self-starter with a strong work ethic, excellent attendance, and time management skills in a remote setting.

Culture & Benefits

• Actively supported professional development and long-term career growth opportunities.
• Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction.