Pushpay

Technical Support Representative

Pushpay

full-time

Posted on:

Location Type: Hybrid

Location: Colorado Springs • Colorado • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $43,650 - $53,350 per year

Job Level

Junior

About the role

  • 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.
  • 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.

Requirements

  • College degree in Communications, or related field is preferred.
  • Minimum 1 year of experience in Customer Support or Tech Support role.
  • Bi-lingual (English & Spanish) Preferred.
  • 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.
  • Available to work Sundays.
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; COS only
  • Remote; EST states only
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
CRM softwareSalesforcetechnical supportcustomer service processestroubleshootingreportingcustomer journey managementknowledge-base managementaccount cancellation assistancebilingual (English & Spanish)
Soft skills
excellent communicationmanagement abilitieswell-organizedstrong work ethicpersistencedeterminationself-starterteam playerproblem solvingadaptability