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Role Description

We’re looking for an Integration Support Specialist (ISS) to join Procore’s ERP Support Team. In this role, you’ll assist customers with troubleshooting sync-related errors that populate with Procore in relation to their ERP integration. The primary goal of this role is to diagnose, resolve, and investigate complex technical issues related to Procore’s financial ERP integrations.

As an Integration Support Specialist, you’ll partner with customers, internal support teams, and development team members to provide tier 2 support across chat, email, and phone channels. Use your analytical skills, technical troubleshooting background, and problem-solving abilities to identify issues and ensure efficient problem resolution.

This position reports into Manager, ERP Support and can be based remotely within the US. We’re looking for someone to join us immediately.

What You’ll Do

• Investigate and resolve complex tier 2 technical issues for Procore’s ERP Integrations, focusing on errors related to accounting software like Sage or QuickBooks.
• Troubleshoot integration technical issues that occur within the customer’s Windows environment or Procore’s internal microservices, often working in a queue-based system.
• Provide support for live customer interactions (phone and chat) as well as email, managing interruptible work while prioritizing customer experience.
• Manage efficiently a backlog of cases in ticketing systems like Salesforce, Jira, or Zendesk while actively taking on new cases daily.
• Escalate issues appropriately by collaborating with development team members to submit JIRAs and resolve API-related errors.
• Navigate technical ambiguity with confidence, applying strong problem-solving skills to diagnose brand new issues.
• Demonstrate a commitment to Ownership by taking accountability for customer outcomes and driving issues to resolution.
• Communicate openly and clearly with customers and internal stakeholders, providing transparent and optimistic updates throughout the troubleshooting process.

Qualifications

• 2+ years of technical support experience in a contact center environment, with a Bachelor's degree or equivalent work experience.
• Proven background in providing technical support for complex software integrations, with specific experience with accounting software like Sage or QuickBooks being a huge plus.
• Experience in a queue-based technical support role, providing assistance via live phone, chat, and email channels.
• Familiarity with ticketing systems such as Salesforce, Jira, or Zendesk is a significant advantage, demonstrating proficiency in managing ticket escalations.
• Strong analytical and technical troubleshooting skills; enjoys working with details and numbers to diagnose root causes rather than following a basic script.
• Ability to embody Procore’s core values of Ownership, Openness, and Optimism, thriving in a collaborative and problem-solving environment.
• Strong customer support and client relation skills, prioritizing a customer-focused approach.
• Ability to prioritize multiple tasks effectively and execute on resolutions under pressure.

Benefits

• Base Pay Range: This role may also be 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.

Additional Information

• For Los Angeles County (unincorporated) Candidates: Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.
• A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
• Appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms.
• Interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues.
• Exercising sound judgment.