Customer Support Representative

TL;DR

Customer Support Representative: Providing first-contact resolutions for clients using Procore's platform, troubleshooting technical issues, and ensuring customer satisfaction. Focus on managing inquiries via phone, chat, and email, optimizing software use, and collaborating with internal teams to resolve complex issues.

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

Company

hirify.global is a product company that develops a global software platform and is building its customer support team.

What you will do

• Deliver best-in-class customer experiences by managing cases through phone, chat, and email.
• Troubleshoot technical issues, diagnose root causes, and find answers using established resources.
• Acquire and maintain a thorough understanding of Procore’s system and technologies to educate customers.
• Meet and exceed key performance indicators (KPIs) such as customer satisfaction and first-contact resolution.
• Partner with Procore SMEs/departments to resolve complex customer issues.
• Maintain diligent attention to detail and ensure the integrity of accurate documentation.

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.
• Eagerness and ability to learn quickly, remain agile, and adapt to a changing product.
• Strong multitasking skills with the ability to self-manage workload.
• Critical thinker with the ability to assess and provide proactive advice and solutions.

Culture & Benefits

• Professional development and numerous opportunities for long-term career growth.
• Work in a dynamic, diverse, and fast-paced environment.
• Be part of an organization that supports professional development.
• Demonstrate a positive attitude and respect for coworkers and customers.
• Convey Procore’s culture and values of Openness, Optimism, and Ownership.