Integration Support Specialist

Procore; Deutschland; Vor Ort; EUR 39.000 - 56.000; Vollzeit

Zusammenfassung

Procore Technologies is seeking an Integration Support Specialist to join the ERP Support Team. You will assist customers with troubleshooting ERP integration errors and work across chat, email, and phone to diagnose and resolve issues.

This is a hybrid role in Heredia, Costa Rica, with immediate start. This role requires fluent English, 2+ years of tech support, and experience with accounting software like Sage or QuickBooks.

Qualifikationen

• Fluent English, both verbal and written.
• 2+ years of technical support experience in a contact center.
• Experience with accounting software like Sage or QuickBooks is a huge plus.
• Experience in a queue-based technical support role via phone, chat, and email.
• Familiarity with Salesforce, Jira, or Zendesk for ticket handling.
• Strong analytical and troubleshooting skills with attention to detail.
• Ownership mindset and customer-focused approach.

Aufgaben

• Investigate and resolve complex tier 2 technical issues for ERP integrations (Sage/QuickBooks).
• Troubleshoot integration issues in Windows environments or Procore microservices.
• Support live customer interactions via phone, chat, and email.
• Manage backlog in Salesforce, Jira, or Zendesk and take new cases daily.
• Escalate issues with devs by submitting JIRAs for API-related errors.
• Diagnose brand new issues with strong problem-solving skills.
• Own customer outcomes and drive resolution with clear updates.
• Communicate openly with customers and internal stakeholders.

Kenntnisse

Fluent English

Technical support

Sage/QuickBooks experience

Queue-based support

Salesforce/Jira/Zendesk

Analytical skills

Customer-focused

Ausbildung

Bachelor's degree

Tools

Salesforce

Jira

Zendesk

Jobbeschreibung

Integration Support Specialist

Remote, Costa Rica, 99999

Integration Support Specialist

• R0018423

• Remote, Costa Rica

• Customer Support

• Customer Solutions

• Full_time

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 the Manager of ERP Support and is a hybrid role (3x per week) based in our Heredia office located at Centro de Ciencia y Tecnología Ultrapark 1 (Edificio 7B, Piso 3). 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.

What We’re Looking For:

• Fluent English, both verbal and written, required and subject to verification via assessment.

• 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.

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 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.

Perks & Benefits

At Procore, we believe in supporting our employees to help them thrive both personally and professionally. We offer a comprehensive range of benefits and perks for full-time employees, including generous paid time off and leave options, healthcare coverage, and career development programs. Discover more about our offerings and how we empower our global team to succeed.