Technical Support Representative

Pushpay • Colorado Springs, CO

75d • Hybrid

About The Position

The Technical Level l is an agile, high-empathy problem solver responsible for owning and resolving technical inquiries within the Pushpay SaaS ecosystem. Operating as a critical partner to our customers, this role focuses on end-to-end incident ownership - guiding users from initial contact through root-cause discovery to total technical resolution. Upon successful completion of initial onboarding, the role requires functional fluency in either the Giving or ChMS platform architecture and a general working knowledge of basic application and account ecosystems. Post onboarding, the individual must consistently meet or exceed all core KPIs, maintaining target response times and customer satisfaction (CSAT) goals. This role is for an autonomous, proactive individual contributor who executes complex troubleshooting workflows with minimal supervision. A benchmark of 2-3 years of relevant customer-facing or software support experience prior to time at Pushpay is expected.

Requirements

• Minimum 2-3 years of dedicated experience in a technical support, help desk, or client-facing support role.
• Basic experience navigating modern CRM architectures like Salesforce is a major plus.
• Excellent eye for detail and the ability to create accurate work pieces.
• Excellent written and verbal communication abilities.
• Strong work ethic and a well-organized approach to task management.
• Genuine interest in helping solve customer requests.
• Natural love for problem-solving within online software platforms.
• Requires prolonged periods of sitting at a desk and working on a computer.

Nice To Haves

• Functional fluency in either the Giving or ChMS platform architecture.
• General working knowledge of basic application and account ecosystems.

Responsibilities

• Operates as the primary owner for incoming service channels including the ticketing system, live chat, phone, and email.
• Manages personal queue health dynamically to maintain strict adherence to customer Target Response times.
• Assist with customer account management as it relates to significant account changes and renewal handoff.
• Troubleshoots and resolves issues related to the Pushpay platform.
• Demonstrates technical ownership of each customer request - leveraging software discovery to resolve problems at first contact.
• Escalate highly complex platform anomalies that fall outside standard Level l documentation.
• Accurately shares specialized inquiries to CSM or Implementation within the greater Customer Experience department.
• Utilizes internal technical resources daily to ensure accurate problem resolution.
• Identifies documentation gaps and contributes updates to the team knowledge base.
• Reviews technical support updates regularly to keep pace with continuous product deployments.

Benefits

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid company holidays
• 2 paid Volunteer Time Off days
• 15 days PTO to start, increases with tenure and seniority
• Paid parental and adoption leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed