Technical Support Representative

About the Role

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.

Maintains target response times and customer satisfaction (CSAT) goals. KPI’s may vary depending on the customer segment.

Core Competency:

Level l 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.

• Named as one of BuiltIn ‘
• Best Places to Work
• ’ in Seattle, Denver and Dallas for 2025; ranked number
• 10 by Seattle Business Magazine in the ‘
• Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 '

Best Places to Work for Women' by Best Companies Group.

What You'll Do

• Customer Support: 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.
• End-to-End Troubleshooting Ownership: 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 l documentation.
• Accurately shares specialized inquiries to CSM or Implementation within the greater Customer Experience department.
• Knowledge Base Contribution: 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.

What You'll Bring

• Experience & Technical Aptitude: 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.
• Core Professional Attributes: 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.
• Physical Requirements: Requires prolonged periods of sitting at a desk and working on a computer.
• Work Environment & Physical Demands
• Prolonged periods of sitting at a desk and working on a computer will be required. This role consistently operates standard office equipment such as computers and phones. This is largely a sedentary role but may occasionally require lifting up to 50 pounds, walking, bending, or standing as necessary. This description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.
• If you require a modification to your work equipment or furniture please contact the People Team - peopleteam@pushpay.com
• Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. Pushpay uses E-Verify to confirm employment eligibility. Head to our career page to learn more.
• 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 peopleteam@pushpay.com.

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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