Technical Support Representative

About the Role

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.

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.

Benefits and Compensation

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 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, increases with tenure and seniority
• Paid parental and adoption leave
• Compensation Range:
  • CO: $43,650 - $50,440
  • WA: $49,500 - $57,200

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do

• 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.
  • Ticketing System
  • Live Chat
  • Phone
  • 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.
• While performing the duties of this role, regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.

What You'll Bring

• Minimum 1 year of experience in Customer Support or client-facing Tech Support role.
• Must be a TEAM player – this role won’t work well if you don’t work well with others.
• 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 industry culture and its key drivers, products, and services.
• Excellent attention to detail while producing accurate and quality work.
• Genuine interest in business, especially as it relates to the church and non-profit space.
• 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.
• Bi-lingual (English & Spanish) is a plus.
• College degree in Communications, Customer Service, Business, or related field is preferred.
• Experience with CRM software (e.g. Salesforce) is a major plus.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

**Applications will be taken on an ongoing basis

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