Technical Support Representative
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. Strategic Growth & Core Metrics Product Knowledge: Upon successful completion of initial onboarding: Demonstrates functional fluency in either the Giving or ChMS platform architecture. Maintains a general working knowledge of basic application and account ecosystems. Performance Baseline: Post onboarding period, consistently meets or exceeds all core KPIs. Mains target response times and customer satisfaction (CSAT) goals. KPI’s may vary depending on the customer segment. Core Competency: Level I Profile - An autonomous, proactive individual contributor who executes complex troubleshooting workflows with minimal supervision. Tenure Benchmark: 2 - 3 years of relevant customer-facing or software support experience prior to time at Pushpay.
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.
- Possesses an excellent eye for detail and the ability to create accurate work pieces.
- Demonstrates excellent written and verbal communication abilities.
- Maintains a strong work ethic and a well-organized approach to task management.
- Exhibits a genuine interest helping solve customer requests.
- Displays a natural love for problem-solving within online software platforms.
Nice To Haves
- Functional fluency in either the Giving or ChMS platform architecture.
- General working knowledge of basic application and account ecosystems.
- Consistently meets or exceeds all core KPIs post onboarding period.
- Maintains target response times and customer satisfaction (CSAT) goals.
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 I 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
