Integration Support Specialist

Job Description

Hiring for 11:00 am-8:00 pm CST or 12:00 pm- 9:00 pm CST shifts only

Procore is looking for an ERP Integration Support Specialist (ISS) to assist
with our financial ERP integrations with some of the industry’s top
construction accounting solutions. Use your problem solving skills to
diagnose and resolve customer-reported issues, working in partnership with
customers, other internal support teams and developers.

● Being independent yet collaborative, creative, analytical, and empathetic are
all things we’re looking for in our next team member. If that sounds like you,
we’d love to hear from you!
● This position will report to the Manager, ERP Support and have the
opportunity to be based in our Austin, TX, Willmar, MN, Portland, OR, or
Carpinteria, CA offices or Remote in the Continental U.S. We’re looking for
someone to join us immediately.

In order to be successful in this role, the following are required:
● Support a minimum of two major financial technology platform integrations
within the first 6-9 months in role is required.
● Complete a comprehensive and detailed training program to learn the duties
and responsibilities of the role, as well as Procore’s general onboarding and
orientation curriculum.
○ Successfully complete training, with proficiency to work independently
within 12 weeks, and ability to take on a full caseload, as assigned.

● Construction financials knowledge:
○ Understand the phases of construction financials, the contract process,
and key stakeholders.
○ Learn and understand Procore and financial integrations and how the
two will communicate with each other.

● Financial Integration knowledge:
○ Understand the ERP system and how it integrates with Procore.
Working knowledge of how each ERP Integration works and how to
guide the client through the software to troubleshoot and resolve
issues for a minimum of one of the supported integrations listed below.
■ Sage 300, Sage 100, Sage Intacct, Quickbooks, Spectrum, Vista,
Yardi- Project financials, Yardi- Portfolio financials, Acumatica,
MRI- Project financials, MRI- Portfolio financials, Nexus, JDE,
SFTP/ETL, CMiC
● Technical knowledge:
○ Ability to successfully utilize and cross-train colleagues on required
technology, Procore and integration partner tools and data
management systems, listed below:
■ Procore, Microservice(s), Boomi, Ryvit, Intuit web connector, Hh2,
LastPass, Windows Server, Salesforce, Procore SU tools, Calabrio,
SumoLogic, StarFire, Oncehub, Zoom, Guru, Slack and JIRA.

● Communicate effectively with clients & internal stakeholders:
○ Must be able to communicate effectively and efficiently across a variety
of mediums including chat, email, and phone with both external clients
and internal teams.
○ Must have proactive and effective communication skills to engage
clients and direct them to best solutions.
○ Respond to client requests promptly via phone, chat or email, and
coordinate meetings as needed utilizing Oncehub.
○ Relay information appropriately from integration partners and/ or
Procore development teams to the customer.
○ Educate customers on best practices for navigating through Procore
and its ERP system in order to optimize the integration.
○ Collaborate with external and internal stakeholders across multiple
departments for troubleshooting, escalations, department-wide
initiatives and problem resolution.
○ Ability to work independently in your work environment, including
remote working, and maintain effective communication with
leadership, training team and peers.

● Productivity, Quality & Customer Satisfaction:
○ Ability to Complete cases to technical standards and maintain metrics
and competencies as listed below:
■ Achieve high customer satisfaction results by timely responses to
customers and communicating status updates regularly.
■ Close or complete cases monthly as required to maintain or
exceed productivity requirements.
■ Schedule adherence - attendance and adherence to assigned
daily schedules are critical success factors and required.
■ Accurate and timely documentation of case and log notes.
■ Promptly close cases and minimize backlog.
■ Successfully self-manage full caseload and client interactions in
LIVE queue environment (chats, phone calls, emails and
■ OnceHub/ZOOM (scheduling software).

What you’ll do:
● The ISS is responsible for all communications, status updates and
documentation for assigned cases. This is done via phone, chats, email and,
Zoom, in a live queue environment.
● Resolve complex technical issues for Procore’s ERP Integrations.
● Schedule outbound calls to resolve technical issues with clients, Procore
Admin, and IT teams.
● Troubleshoot integration technical issues in the customer’s Windows
environment or in Procore’s internal microservices. Identify issues and ensure
efficient problem resolution.
● Independently own and manage a consistent caseload, as assigned.
● As a customer advocate, the ISS works with other internal Procore teams to
find solutions for our customers. This includes, but is not limited to:
○ Logging product defects to development and logging enhancement
requests to product management.
○ Educating customers on best practices for navigation through Procore
and their ERP system in order to optimize the integration.
○ Document and submit service issues or escalations via a service
management tracking technology such as JIRA tickets.

What we’re looking for:
● Strong Problem solving/analytical skills, enjoys working with details and
numbers & technical troubleshooting skills.
● Strong customer support and client relation skills, customer focused.
● Demonstrates strong problem solving skills and ability to resolve complex
technical issues, primarily in a SaaS environment.
● Effective communication (verbal and written) consistency and reliability.
● Ability to facilitate issues with Development and Support.
● Ability to prioritize tasks and execute on resolution.
Required Skills, Experience & Education:
● 2 years’ in a technical support, customer-facing role
● Bachelor’s degree or equivalent work experience
● Experience with a ticketing system (Zendesk, Service Cloud, Desk, etc.)
● Experience with incident management (e.g. outages) and customer
communication
● Experience configuring permissions and services on Windows servers
● Knowledge of accounting packages such as Sage 300 CRE, Quickbooks,
Viewpoint Spectrum, Viewpoint Vista, Sage 100 Contractor is desirable
● Familiar with Postman/API platforms, JSON, and basic SQL queries is desirable
● Familiar with the phases of the construction lifecycle, including Financial
accounting practices and project management, ie: Reading Budgets, Invoices,
Job cost reports.

Additional Information

This is an hourly position of $26.44/hr - $28.84/hr based on experience. Eligible for Equity 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 employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

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