Technical Support Representative

Job title: Technical Support Representative

About the Role

The Technical Level I 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 I 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.

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 to start, increases with tenure and seniority
• Paid parental and adoption leave
• Compensation Range: $46,560- $55,114

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 I 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.

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

• 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

• LI-TS1 LI-Hybrid