At Trane TechnologiesTM and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.
Job Summary：
We are looking for a talented Tier 2 Support Representative (SR) to join Trane’s Procore team journey to revolutionize our industry. As a Tier 2 SR, you’ll utilize your strong problem-solving and people skills to help save our team members time and resources via one-call resolutions, giving our clients the confidence to understand, use, and evangelize Procore's platform. As a member of Trane’s Procore SR team, you’ll be provided with the resources to master your craft and clarity of purpose through a shared vision—to improve the lives of everyone within our industry. With encouragement from nurturing team leaders, you’ll have access to programs and equitable opportunities to help you grow and thrive, both personally and professionally.
Thrive at work and at home:
- Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
- Family building benefits include fertility coverage and adoption/surrogacy assistance.
- 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.
- Paid time off, including in support of volunteer and parental leave needs.
- Educational and training opportunities through company programs along with tuition assistance and student debt support.
- Learn more about our benefits here!
Where is the work:
- This is a Remote position.
What you will do:
- Manage second-tier support escalations specifically related to tool settings; these will include troubleshooting any integration connector we create.
- Assist product management in identifying issues, enhancement requests, and feature requests from team members
- Contribute to Knowledge Base articles, FAQs and other documents concerning integration
- Acquire and maintain a thorough understanding of Trane’s Procore business model, system, and the tools needed to optimize system use and maximize impact
- Creating and distributing standard operating procedures along with conducting virtual trainings
- Work in an exciting, fast-paced contact center environment that requires adherence to assigned schedules to ensure adequate coverage for our team members needs
- Leverage your strong collaboration skills, connecting with other teams to escalate client cases and solve complex problems
- Deliver a best-in-class experience by managing and addressing a stream of telephone, web inquiries, chat, and email to patiently guide our customers through the process of achieving our goals with Procore’s software
- Diligent, consistent attention to detail and management of administrative aspects of the job
- Demonstrate positive attitude and respect for coworkers and customers, building and maintaining warm working relationships with clients and colleagues alike
- Proactively seek guidance and direction from manager and co-workers when appropriate
- Convey Trane’s culture, values of Openness, Optimism, and Ownership to our clients, adhere to established ethical standards
What you will bring:
- 3+ years of related Procore experience (queue-based roles, other customer support experience, etc.)
- Knowledge and experience with the phases of the construction life-cycle including accounting practices and project management
- Experience installing and configuring applications
- Usage and understanding of modern web and mobile applications
- A clear communicator (both written and orally) with prior experience evaluating and resolving customer inquiries successfully
- Strong curiosity and persistence while researching and troubleshooting problems to find answers to consumer questions
- A hungry learner with the ability to learn quickly and adapt to a changing product
- Self-starter who is excellent at problem-solving
- A solution-focused mindset that proactively detects issues and provides timely solutions
- Superb attention to detail with extensive experience multitasking and managing work independently while still functioning as a supportive team player
- Prior experience or even interest in Trane Technologies is a plus
Compensation:
Total compensation for this role will include a commission/incentive plan. Disclaimer: This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.
Equal Employment Opportunity:
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
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