Bilingual Customer Support Representative (CSR)

Employment Type: Full-time Location Type: On-site Base Pay Range: $19 - $22 per hour

Company Description

Procore is on a mission to revolutionize construction, a vital industry that impacts nearly everyone globally. Despite its significance, construction remains one of the least digitized and underserved sectors. We are seeking a talented Bilingual Customer Support Representative (CSR) to join us in this transformative journey. At Procore, we empower our employees with the resources and clarity of purpose needed to excel, fostering a shared vision of improving lives within the construction industry. We offer nurturing team leaders, equitable opportunities for growth, and a dynamic, fast-paced environment. This role is an excellent stepping stone for careers in Custom Solutions, Documentations, Learning & Development, and more.

Position Overview

As a Bilingual Customer Support Representative (CSR), you will leverage your exceptional people and problem-solving skills to provide one-call resolutions for our customers. Your primary goal will be to help clients save time and resources, enabling them to confidently understand, use, and advocate for Procore's platform. You will contribute to a 24/7 support system, ensuring our customers receive around-the-clock assistance.

Responsibilities

• Acquire and maintain a thorough understanding of Procore's business model, system, and tools to optimize system use and maximize impact.
• Work effectively in an exciting, fast-paced contact center environment, adhering to assigned schedules to ensure adequate customer coverage.
• Collaborate with other teams to escalate client cases and resolve complex customer problems.
• Deliver a best-in-class customer experience by managing and addressing inquiries via telephone, web, chat, and email.
• Patiently guide customers through achieving their goals with Procore's software.
• Maintain diligent, consistent attention to detail and manage administrative aspects of the job.
• Demonstrate a positive attitude and respect for coworkers and customers, building and maintaining strong working relationships.
• Proactively seek guidance and direction from managers and colleagues when appropriate.
• Convey Procore’s culture and values of Openness, Optimism, and Ownership to clients, adhering to established ethical standards.

Requirements

• Fluency in English and French (both written and oral).
• Minimum of 6 months of related experience (e.g., queue-based roles, customer support, retail).
• High School Diploma or GED.
• Clear communicator with prior experience evaluating and resolving customer inquiries successfully.
• Strong curiosity and persistence in researching and troubleshooting problems.
• Ability to learn quickly and adapt to a changing product.
• Self-starter with excellent problem-solving skills and a solution-focused mindset.
• Superb attention to detail, with extensive experience multitasking and managing work independently while functioning as a supportive team player.
• Prior experience or interest in the construction industry is a plus.

Additional Information

• This position reports to the Manager of Customer Support.
• The role is based remotely in the US.
• Procore is committed to offering competitive, fair, and commensurate compensation.

Application Instructions

• (Note: Specific application instructions were not provided in the original text.)