Technical Customer Support Representative

Job description

We’re looking for a Technical 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 Technical 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.