Customer Support Representative - English

Job Ad

We’re looking for a Customer Support Representative to join Procore’s Customer Support department. In this role, you’ll utilize your strong problem-solving and people skills to support a product that impacts how communities’ hospitals, homes, sports stadiums, and schools worldwide are built. You will help save our customers time and resources via first-contact resolutions, giving our clients the confidence to understand, use, and evangelize Procore's platform.

As a Customer Support Representative , you’ll partner with Subject Matter Experts and internal departments to resolve customer problems and manage cases to the point of resolution. Use your troubleshooting, communication, and multitasking skills to deliver a best-in-class customer experience across telephone, chat, and email channels. This is an exciting opportunity to join our first CSR team in Cairo, Egypt , offering a launching point for a career in Custom Solutions, Documentation, Enablement, and more.

This position reports into the Senior Manager of Customer Support and will be based in our Cairo, Egypt office . We’re looking for someone to join us immediately!

What you’ll do:

• Deliver a best-in-class customer experience by managing inquiries via telephone, chat, and email to enable customers to achieve their goals.
• Acquire and maintain a thorough understanding of Procore’s business model, systems, and technologies to optimize customer usage of the software suite.
• Troubleshoot technical issues, diagnose root causes, and research answers to questions using established resources.
• Partner with internal departments to resolve complex customer problems and leverage collaboration skills to provide appropriate solutions.
• Maintain productivity in a high-volume, fast-paced contact center environment while adhering to assigned schedules and performance metrics.
• Document records and data security with consistent attention to detail and integrity.
• Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction.
• Seek proactive guidance from management and teammates to ensure continuous improvement and alignment.
  
  

What we’re looking for:

• 1+ year of experience in a contact center or technical support environment, or 2+ years of related customer support experience.
• Fluent English speaker with excellent written and oral communication skills (subject to verification via assessment).
• Strong multitasking skills with the ability to self-manage workloads while providing extraordinary client experiences.
• Critical thinking abilities to assess issues, provide proactive advice, and efficiently escalate cases when appropriate.
• Reliable self-starter with excellent attendance, time management skills, and an eagerness to learn quickly.
• Ability to communicate optimistically and professionally with clients, maintaining poise under pressure.
• Team player mentality with an open mind and the ability to work independently in a dynamic environment.