Technical Support Representative

About the Role

Benefits and Compensation

• 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

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.

About

Pushpay