Premier Support Technician

We’re looking for a Premier Support Technician to join Procore’s Premier Support team. At Procore, our Premier Support team sits within our Customer Support organization, but works closely with many partnering service delivery teams, such as our Customer Success and Professional Services organizations. The Premier Support Technicians are also partners with our Technical Support team, actively working to troubleshoot, validate, and report our customers’ product issues.

In this role, you will partner directly with Procore’s largest customers, acting as their trusted technical advisor. You will assist them with technical inquiries and help them achieve their business goals by effectively addressing their most pressing issues and concerns. As part of the team, you will help ensure positive technical outcomes and resolve issues that are organization and account-impacting. Use your technical experience, emotional intelligence, and diligence to address high-visibility issues for our highest-profile clients.

Procore’s mission is to improve the lives of everyone in construction. As a Premier Support Technician, you have the direct opportunity to make a meaningful impact on our customers, their ability, and satisfaction with using Procore, and ensuring they can focus on getting some of the world’s largest construction projects completed!

You can read about some of the success stories our customers have had on our Customer Stories

page!

This position will report to the Manager of Premier Support.

**What You’ll Do**

• Manage 5-10 accounts, ensuring both tactical and technical success. This includes handling cases, managing escalations, and triaging service requests and solutions
• Collaborate with Procore’s account teams to facilitate successful contract renewals by addressing technical barriers that may impede your customer's continued success
• Conduct monthly technical health reviews for each of your accounts, utilizing your analytical skills to identify trends in technical challenges and opportunities for improvement in their support engagements
• Develop a strong and trusted relationship with each of your customers by being highly knowledgeable about their specific account needs and maintaining an understanding of their unique priorities
• Maintain expertise across Procore’s range of tools, proactively identifying new knowledge requirements based on the individual needs of your managed accounts
• Collaborate with fellow team members to share best practices and continuously improve our support delivery processes

**What We’re Looking For**

• 3+ years of experience working in a call center environment or 2+ years working directly with the Procore platform
• Exceptional communication skills with the ability to deliver complex technical solutions in a clear, professional, and succinct manner
• Excellent time management skills, ability to multitask, and self-manage your workload while providing extraordinary customer experiences
• Meticulous attention to detail and adherence to policies and processes to provide a streamlined experience to your customers
• Strong ability to manage and prioritize customer issues, ensuring the highest level of responsiveness and customer satisfaction
• Eagerness and ability to learn quickly, remain agile, and adapt to changing products and processes
• Professional demeanor and willingness to travel for customer-related events to represent Procore and Premier Support in person
• Experience working with complex technical systems and familiarity with utilizing tools such as Salesforce, JIRA, Confluence, Gong, and Google Suite tools