Hybrid Technical Support Specialist (Tier 1)

Socket.dev; Colorado Springs (CO); Hybrid; USD 51,000 - 62,000; Full time

Benefits offered by this job

Hybrid work model

Medical, Dental, Vision premiums for员工

401K match

Paid holidays

Paid parental leave

PTO with tenure

Job summary

Pushpay is seeking a Technical Level I specialist to own and resolve technical inquiries within the Pushpay SaaS ecosystem. You will guide customers from first contact through root cause discovery to final resolution as part of a high-empathy support team in a hybrid work setting.

The role requires 2–3 years in technical support or client-facing roles, with a bonus for Salesforce CRM knowledge and strong communication skills.

Qualifications

• 2–3 years of dedicated technical support or help desk experience.
• Experience with CRM architectures like Salesforce is a major plus.
• Excellent written and verbal communication skills.

Responsibilities

• Operates as the primary owner for incoming service channels including ticketing, live chat, phone, and email.
• Manages personal queue health to meet target response times and CSAT expectations.
• Assists with account management related to significant changes and renewal handoffs.
• Owns end-to-end troubleshooting for Pushpay platform issues from initial contact to resolution.
• Escalates highly complex platform anomalies outside standard Level 1 documentation.
• Contributes to the knowledge base and reviews product updates regularly.

Skills

Technical support experience

CRM experience (Salesforce)

Job description

Pushpay is seeking a Technical Level I specialist to own and resolve technical inquiries within the Pushpay SaaS ecosystem. You will guide customers from first contact through root cause discovery to final resolution as part of a high-empathy support team in a hybrid work setting.

The role requires 2–3 years in technical support or client-facing roles, with a bonus for Salesforce CRM knowledge and strong communication skills.