Technical Support Representative

| Colorado, CO
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Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.

We recently announced the exciting news of Pushpay and Church Community Builder merging together to deliver a best-in-class fully integrated church management system (ChMS), custom community app, and giving solutions for organizations in the faith sector. The combination of our two companies gives us complimentary world class solutions for our customers and aligns strongly with Pushpay’s core strategy of providing innovative, market-leading solutions for customers.


Job Summary:
The Technical Support Representative position is a perfect blend of customer care and tech support. You'll
be providing technical support and troubleshooting for our two main categories of users: 1) Our
church/non-profit partners 2)The end-users that are giving/donating to our partners

Duties/Responsibilities:
● Being a First Responder on the Support Team that provides technical support and
troubleshooting for our two main categories of users: 1) Our church/non-profit partners 2)The
end-users that are giving/donating to our partners
● Operating as the primary responder to support inquiries through the established support
channels:
         o Ticketing System
         o Live Chat
         o Phone
         o Email
● Delegating inquiries that are to be handled by other members of the Customer Success Division
● Keeping to strict customer Target Response Times and checking in with Support Leadership on a
regular basis to report overall status
● Assisting with and supporting the customer through every stage of the customer journey from
onboarding of the product to their potential exit from the product
● Organizing, tagging, and tracking common issues to follow trends for escalation.
● Be a key player in platform improvement by keeping Support Leadership informed often
● Providing accurate, timely reports and forecasts, as needed, for management
● Contributing daily to customer knowledge-base repositories and support the use of those
repositories across the Customer Success Division
● Providing timely internal support for the Customer Success Department, as it relates to
troubleshooting customer issues outside of other department members’ knowledge or assisting
with time sensitive customer requests
● Assisting with a customer’s account cancellation to confirm details around the cancellation

Education and Experience:
● College degree in Communications, IT, or related field is preferred
● Minimum 1 year of experience in Customer Support or Tech Support role
● Bi-lingual (English & Spanish) Preferred

Required Skills/Abilities:
● Experience with CRM software (e.g. Salesforce) is a major plus
● Expert understanding of customer service processes
● Self starter with proactive mindset and minimum need for supervision
● Persistence and determination to deliver results
● Excellent communication and management abilities
● Well-organized and strong work ethic
● Ability to manage multiple, concurrent support relationships
● Ability to anticipate change and adjust priorities accordingly
● Understanding of key drivers for local church success
● Understanding of industry culture, products and services
● Excellent eye for detail – ability to create accurate and high quality pieces of work
● Genuine interest in business, especially as it relates to the church and non-profit space
● A love for problem solving, especially in technical online software issues
● A passion to serve, help, and assist in whatever capacity possible
● Experience in direct customer or client-facing roles
● Interest in implementing feedback and dedicated to the improvement of your skills and work
● The ability to quickly adapt to new situations and think on your feet
● A desire to help people and improve the customer experience
● Must be a TEAM player – this role won’t work well if you don’t work well with others.

Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.

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