Hybrid Technical Support Specialist - Level I

Pushpay Holdings Limited; Colorado Springs (CO); Hybrid; USD 47,000 - 55,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Pushpay is seeking a Technical Level I professional to own end-to-end incident resolution within the Pushpay SaaS ecosystem. The role acts as a key customer partner, guiding users from first contact through root-cause discovery to final resolution.

The position emphasizes problem-solving, rapid issue escalation when needed, and proactive knowledge base contributions, with a hybrid work arrangement (3 days in office / 2 days remote each week).

Qualifications

• Minimum 2-3 years of dedicated experience in a technical support, help desk, or client-facing support role.
• Excellent written and verbal communication abilities.
• Strong problem-solving mindset with the ability to troubleshoot complex issues.

Responsibilities

• Owns end-to-end incident resolution across ticketing, live chat, phone and email channels.
• Maintains queue health and adheres to target response times.
• Assists with account management related to significant changes and renewal handoffs.
• Takes technical ownership of customer requests and troubleshoots platform issues.
• Escalates highly complex anomalies when needed and shares inquiries with the relevant teams.
• Contributes to the knowledge base and stays aligned with product updates.

Tools

Salesforce

Job description

Pushpay is seeking a Technical Level I professional to own end-to-end incident resolution within the Pushpay SaaS ecosystem. The role acts as a key customer partner, guiding users from first contact through root-cause discovery to final resolution.

The position emphasizes problem-solving, rapid issue escalation when needed, and proactive knowledge base contributions, with a hybrid work arrangement (3 days in office / 2 days remote each week).