Act as the primary Premier Support Technician for local accounts in APAC, building trusted relationships locally and globally.
Manage a book of business to ensure both tactical and technical success, taking full ownership of complex cases, triaging service requests, and managing regional escalations to resolution.
Utilise Mandarin fluency to support customers and other accounts with expanding footprints in Asia, ensuring clear communication across regions.
Develop deep working relationships with cross-functional Account Team members within Sales, Customer Success, and our Global Professional Services organisations, as well as with our Premier Power Users, to understand their unique priorities and business objectives.
Conduct monthly technical health reviews for each of your accounts, utilising your analytical skills to identify trends in technical challenges and opportunities for improvement in their support engagements.
Assist with calls and cases from the broader Premier account pool as needed, ensuring all high-priority customers receive a world-class experience regardless of geography.
Maintain expertise across Procore's suite of tools, proactively identifying new knowledge requirements based on your accounts' needs.
Partner with your global Premier Support colleagues to share knowledge, exchange best practices, and ensure a follow-the-sun support model for our top-tier clients.
Requirements
3+ years of experience specifically in a Technical Support or complex technical environment, navigating complex software to deliver customer solutions. Experience in Construction Management or PropTech is highly desirable and considered a significant advantage for this expert role.
Bachelor's degree or equivalent professional work experience is required.
A strong ability to self-manage a workload and remain agile in a hybrid environment.
Exceptional phone and email skills, with the ability to deliver complex technical solutions clearly and succinctly.
A professional demeanour and willingness to travel (including internationally) for customer-related events and in-person meetings.
High comfort level disseminating complex technical information to a variety of stakeholders, and specifically an executive-level audience, both in-person and virtually.
Meticulous attention to detail with a proven track record in account management or escalation management. You must be comfortable owning the end-to-end resolution of high-priority issues and following processes that ensure a premium experience for our managed accounts.
Professional-level fluency in English and Mandarin is required to support regional expansion and support key global accounts.
Additional Information
Base Pay Range:
76,800.00 - 105,600.00 AUD Annual
This role may also be eligible for Equity Compensation and/or Bonus Incentive Compensation. Procore is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate's job-related skills, experience, education or training, and location.
Benefits
Health insuranceEquity / stock optionsPerformance bonus
Additional Information
Job Description
We're looking for a Premier Support Technician to join Procore's Premier Support team as our first foundational hire in the region. In this high-impact role, you will be the centre point of regional support for APAC, acting as the primary Premier Technician for some of our largest and most high-profile customers.
As our first foundational hire in the region, you'll be the centre point of regional support for APAC. You'll have the unique opportunity to work with Procore's existing team to advance Premier Support's presence. You're a self-starter who thrives on autonomy and is eager to ensure positive technical outcomes. You will use your technical expertise and Mandarin fluency to bridge communication gaps for global accounts, specifically supporting customers expanding their employee base in Asia. A requirement for success in this role is to be a self-starter who thrives on autonomy and is eager to ensure positive technical outcomes. You will need to leverage your US-based counterparts or in-region Procore colleagues to resolve issues in a timely manner to continue our customers' success.
This position will report to the Senior Manager of Premier Support.
Procore · Australia