Technical Support Representative

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 disco...

Product Knowledge: Upon successful completion of initial onboarding:

Demonstrates functional fluency in either the Giving or ChMS platform architecture.

Strategic Growth & Core Metrics
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.
 
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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.
 

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.
 
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