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Bilingual Customer Support Representative, French Speakiing

Job Description

We’re looking for a Customer Support Representative (CSR) to join our global customer support team. In this role, you'll leverage your technical problem-solving and people skills to provide first-contact resolutions, enabling clients to confidently use and advocate for Procore's platform.

As a CSR, you will assist our customers via email, chat, and phone while collaborating with other support teams and internal stakeholders to provide effective solutions and an excellent customer experience. When you join our Support organization, we will support your professional development, opening up numerous opportunities for long-term career growth both within and outside our organization.

This position reports to Manager, Customer Support, and is a fully remote role based in the United States. If you thrive in a dynamic, diverse, and fast-paced environment, Procore and Customer Support is the place for you!

What you’ll do:

  • Deliver best-in-class customer experiences by managing cases through phone, chat, and email inquiries, enabling customers to achieve their goals with Procore’s software.

  • Troubleshoot technical issues, diagnose root causes, and find answers through established resources.

  • Acquire and maintain a thorough understanding of Procore’s business model, system, and technologies to educate customers and optimize their use of Procore’s software products and integrations.

  • Meet and exceed key performance indicators (KPIs), such as schedule adherence, quality coaching, customer satisfaction, and first-contact resolution.

  • Partner with Procore SMEs/departments to resolve complex customer issues and manage cases to resolution, leveraging strong collaboration skills.

  • Maintain diligent attention to detail and ensure the integrity of accurate documentation, record keeping, and data security.

  • Demonstrate a positive attitude and respect for coworkers and customers, building and maintaining warm working relationships.

  • Convey Procore’s culture and values of Openness, Optimism, and Ownership in every interaction, adhering to ethical standards.

 

What we’re looking for:

  • Fluent English and French speaker; subject to verification via assessment.

  • 1+ years of experience in a contact center or technical support environment; or 2+ years of related customer support experience

  • Must communicate optimistically, clearly, and professionally with clients to handle client inquiries; this is subject to verification via assessment.

  • Eagerness and ability to learn quickly, remain agile, adapt to a changing product, and follow processes and procedures

  • Strong multitasking skills with the ability to self-manage workload while providing extraordinary client experiences

  • Critical thinker with the ability to assess and provide proactive advice and solutions; efficiently escalate client cases quickly, when appropriate.

  • Reliable self-starter with excellent attendance and time management skills.

  • High School Diploma or GED required.

Additional Information

Base Pay Range $19 - $22 per hour. Eligible for Bonus Incentive 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 candidates or employees on the basis of gender, sex, national origin, civil status, family status, sexual orientation, religion, age, disability, race, traveler community, status as a protected veteran or any other classification protected by law.

If you'd like to stay in touch and be the first to hear about new roles at Procore, join our Talent Community.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact our benefits team here to discuss reasonable accommodations.

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: 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal/external customers, stakeholders, and/or colleagues; and 3. exercising sound judgment.

Average salary estimate

$42720 / YEARLY (est.)
min
max
$39600K
$45840K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Bilingual Customer Support Representative, French Speakiing, Procore Technologies

Are you a fluent French speaker with a passion for helping others? Procore is excited to welcome you as a Bilingual Customer Support Representative to our dynamic global team! In this fully remote position, you'll leverage your technical problem-solving skills and people-oriented approach to deliver first-contact resolutions. Engaging with our customers through email, chat, and phone, you'll empower them to use and advocate for Procore's innovative solutions confidently. Your role is not just about addressing inquiries—it's about creating a remarkable customer experience that aligns with our core values of Openness, Optimism, and Ownership. You'll troubleshoot technical issues, collaborate with various departments, and meet key performance indicators as you help customers optimize Procore's software products. You'll thrive in an ever-evolving environment that not only values your contributions but supports your professional development and growth. If you have a background in customer support or technical assistance and demonstrate a positive attitude and strong multitasking abilities, Procore could be the perfect fit for you. Join us in shaping the future of construction management software while enjoying the flexibility of a remote work environment. We can't wait to see how your skills can contribute to our mission and customer satisfaction!

Frequently Asked Questions (FAQs) for Bilingual Customer Support Representative, French Speakiing Role at Procore Technologies
What are the responsibilities of a Bilingual Customer Support Representative at Procore?

As a Bilingual Customer Support Representative at Procore, your main responsibility is to deliver outstanding customer service through various channels—phone, chat, and email. You'll troubleshoot technical issues, provide solutions, and ensure customer satisfaction while adhering to best practices. Additionally, you'll maintain documentation and collaborate with internal teams to resolve complex issues efficiently.

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What qualifications are needed to become a Bilingual Customer Support Representative at Procore?

To qualify for the Bilingual Customer Support Representative position at Procore, you must be a fluent English and French speaker with at least 1 year of experience in a contact center or technical support role. You'll also need strong communication skills, the ability to multitask, and a customer-centric mindset that promotes effective problem-solving and relationship building.

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What is the work environment like for a Bilingual Customer Support Representative at Procore?

The work environment for a Bilingual Customer Support Representative at Procore is dynamic and fully remote, allowing you to connect with clients from anywhere. The company fosters a supportive culture that values diversity, encourages innovation, and prioritizes ongoing professional development for its employees.

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What professional growth opportunities does Procore offer for Bilingual Customer Support Representatives?

Procore is committed to employee development and offers various opportunities for growth within the organization. As a Bilingual Customer Support Representative, you can engage in career enrichment programs, receive mentorship, and explore paths in leadership or specialized technical roles as you expand your skills and experience with the company.

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How does Procore support its Bilingual Customer Support Representatives?

Procore provides robust support to its Bilingual Customer Support Representatives by ensuring access to resources, tools, and ongoing training to thrive in their roles. The company promotes a culture of openness, optimism, and ownership, providing a collaborative environment where your contributions are valued and recognized.

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Common Interview Questions for Bilingual Customer Support Representative, French Speakiing
How would you handle a frustrated customer as a Bilingual Customer Support Representative?

When dealing with a frustrated customer, it's essential to remain calm, listen actively, and empathize with their situation. Acknowledge their feelings and assure them that you are there to help. Use your problem-solving skills to identify the issue and offer a clear, practical solution. Most importantly, make sure to follow up to ensure their satisfaction.

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What strategies do you employ to manage multiple customer inquiries effectively?

To handle multiple customer inquiries effectively, I prioritize based on urgency and complexity. I use organizational tools to keep track of ongoing cases, making sure to allocate time appropriately to each. Strong multitasking skills combined with clear communication help me provide timely and effective responses to all customers.

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Can you give an example of a time when you went above and beyond for a customer?

In a previous role, a customer faced a critical software issue that impacted their operations. I took the initiative to not only resolve their problem promptly but also followed up with them after the fix to ensure everything was running smoothly. They appreciated my dedication and it deepened their trust in our support team.

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What technical skills do you possess that make you a strong candidate for this role?

I have experience with troubleshooting software issues and have a solid understanding of common technical support tools. My ability to learn quickly allows me to adapt to new technologies and help customers efficiently. I also stay up-to-date on software updates and changes to provide accurate information.

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How do you ensure clear communication with customers who may have varying levels of technical knowledge?

I adapt my language and approach based on the customer's technical proficiency. I ask questions to gauge their understanding and avoid jargon when explaining solutions. By breaking down complex concepts into simpler, relatable terms, I ensure effective communication and a better customer experience.

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Why do you want to work at Procore as a Bilingual Customer Support Representative?

I admire Procore's commitment to innovation and customer satisfaction. The value placed on employee growth and a supportive culture resonates with my career aspirations. I believe my bilingual skills and customer service experience can contribute positively to Procore's mission and help clients maximize their software utilization.

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How do you handle cases where the solution is not immediately apparent?

When faced with complex problems, I take a systematic approach to identify the root cause. I leverage available resources and collaborate with colleagues or technical experts as needed to find the right solution. If a resolution isn't immediate, I communicate transparently with the customer, providing updates on the progress.

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What KPIs would you focus on as a Bilingual Customer Support Representative?

Key performance indicators I would focus on include resolution time, customer satisfaction scores, and first-contact resolution rates. By analyzing these metrics, I can hone my skills and provide exceptional support, ensuring I meet and exceed both customer and company expectations.

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Describe your approach to maintaining documentation and tracking customer inquiries.

I value detailed documentation as it fosters transparency and helps track case statuses. I maintain clear and organized records of customer interactions, solutions provided, and follow-ups required. This not only improves my efficiency but also contributes to a seamless experience for customers and colleagues.

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How do you balance excellence in customer service with efficiency in case management?

To balance service excellence with efficiency, I focus on understanding each customer's issue thoroughly before jumping to solutions. I streamline processes wherever possible and use templates for common inquiries while personalizing responses to maintain a client-friendly approach. Continuous improvement and adaptability are key to achieving both goals.

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Our mission improves the lives of those in construction, but it's so much more than that. Our technology helps build hospitals, community centers, stadiums, roadways and more. It helps our customers do their work faster and safer while reducing bu...

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Full-time, remote
DATE POSTED
March 15, 2025

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