Christine Rankin

Customer Support Representative April 2019 — Current time

About the role As a Procore Support Representative, I serve in several branches of the team. I am responsible for responding to and reporting on all mobile app reviews. I also monitor the company's Twitter support profile where I offer assistance to those looking for help via Twitter. Under the guidance of the Community Manager, I assistant with Procore Community where I help engage conversation among our clients, answer technical questions about the product, post product releases/updates and gather feedback, and identify who our champions are so they can be rewarded for creating an engaging and welcoming environment for all users. I serve on our Employee Happiness team where I assist in initiatives to keep our Support team engaged and motivated. Being part of this team, I was able to initiate a higher budget to spend on rewards and recognition, as well as begin March Mindfulness which brought helpful tips for overcoming burnout during our highest times. Outside of these responsibilities, I answer phone calls from our clients, walking them through how to use the software and troubleshoot any issues they are facing and escalating to the appropriate team if necessary.