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Premier Customer Support Representative, Mid-Market, Levelset



Customer Service
New Orleans, LA, USA
Posted on Thursday, June 6, 2024

Job Description

We’re looking for a Premier Customer Support Representative to provide quality and efficient customer service to our mid-market customers. In this role, you’ll engage and develop relationships with a portfolio of customers and familiarize yourself with their preferences and business goals. This role is a balance between independent work and close partnership with Customer Success Managers, Account Executives, Implementation Managers, and Technical Support to grow account usage and scale the customer base.

The person who fills this role should be interested in growing in the field of Customer Success. This position reports into the Senior Manager, Customer Support. We’re looking for someone to join us immediately.

What you’ll do:

  • Support customers in their day-to-day account usage and de-escalate situations as necessary

  • Articulate complex technical scenarios to both end users and senior-level business stakeholders

  • Identify patterns in customer behavior and proactively communicate with the account team to solve them

  • Apply advanced product knowledge to troubleshoot product questions

  • Serve as a liaison with the Technical Support team on high-tier technical questions and manage communications with customers

  • Positively impact change management by encouraging customer adoption of new processes

  • Advocate for features and improvements with high ROI and escalate issues that are likely to cause churn

  • Navigate large organizations with complex organization and team structure

  • Synthesize notes about product releases and improvements that impact this customer base and distribute to the team internally

What we’re looking for: (6-8 bullets)

  • 3+ years of Customer Success or Customer Support experience

  • Proven experience in resolving complex customer/product issues

  • Invested in building relationships with customers

  • Perceptive, active listener who can read a situation quickly and enjoys problem solving

  • Highly collaborative and detail-oriented team player with exceptional follow-through

  • Experience supporting C-Suite customers is a plus

  • Must be willing to stay in this role for at least one year

Additional Information

Base Pay Range $22 - $30. Eligible for Equity Compensation. Procore is committed to offering competitive, fair, and commensurate compensation, and has provided an estimated pay range for this role. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location.

Perks & Benefits

At Procore, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development programs, learn more details about what we offer and how we empower you to be your best.

About Us

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out on Glassdoor to see what others are saying about working at Procore.

We are an equal-opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

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