Technical Support Representative - Remote Eligible

Technical Support Representative

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:

• Our church/non-profit partners.
• The end-users that are giving/donating to our partners.

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; 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
• Compensation Range: EST States: $41,850 - $48,360, depending on location. COS: $43,650 - $53,350

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.

The following EST states are approved as remote work locations for this position: FL, GA, IN (EST only), MI, NC, OH, PA, SC, TN (EST only), VA - All other states are not in consideration for this role at this time.

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:
• 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.
• 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

• 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.

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