Integration Support Specialist

Position:
Integration Support Specialist

Company:
Procore Technologies

Location:
Costa Rica, Remote

Employment type:
Full-time

Work Arrangement:
Hybrid (3x per week in office)

Short Summary:
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.

Responsibilities:
- 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.
- Provide support for live customer interactions (phone and chat) as well as email, managing interruptible work while prioritizing customer experience.
- Manage 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.
- Communicate openly and clearly with customers and internal stakeholders, providing transparent updates throughout the troubleshooting process.

Requirement:
- Fluent English, both verbal and written, required.
- 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.
- Familiarity with ticketing systems such as Salesforce, Jira, or Zendesk is a significant advantage.
- Strong analytical and technical troubleshooting skills; enjoys working with details and numbers to diagnose root causes.
- Ability to prioritize multiple tasks effectively and execute on resolutions under pressure.

Benefits:
- Comprehensive range of benefits and perks for full-time employees, including generous paid time off and leave options, healthcare coverage, and career development programs.