Hybrid Tier 1 Technical Support Specialist

Doist; Colorado Springs (CO); Hybrid; USD 47,000 - 55,000; Full time

Benefits offered by this job

401K match

Hybrid work model

Paid holidays

Paid parental and adoption leave

Paid volunteer days

Employer-paid premiums for medical, &c

Job summary

Pushpay is seeking a Technical Level I specialist to own and resolve technical inquiries within our SaaS ecosystem. You will guide customers from first contact through root-cause discovery to total resolution, while meeting KPIs and CSAT targets.

Role requires 2–3 years in customer-facing tech support, familiarity with Salesforce, and strong communication. Hybrid work sits at 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.
• Basic experience navigating modern CRM architectures like Salesforce is a major plus.
• Excellent attention to detail and 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.

Responsibilities

• Own incoming service channels including ticketing, live chat, phone, and email.
• Manage personal queue health dynamically to meet target response times.
• Assist with customer account management for major changes and renewals.
• Troubleshoot and resolve issues related to the Pushpay platform.
• Demonstrates technical ownership of each customer request—leveraging discovery to resolve problems at first contact.
• Escalate highly complex platform anomalies beyond standard Level I documentation.
• Share specialized inquiries with CSM or Implementation teams within the department.
• Utilize internal technical resources daily to ensure accurate problem resolution.
• Identify documentation gaps and contribute updates to the knowledge base.
• Review technical updates to keep pace with product deployments.

Skills

Technical support experience

CRM knowledge (Salesforce)

Attention to detail

Written and verbal communication

Problem-solving in online software

Tools

Salesforce

Job description

Pushpay is seeking a Technical Level I specialist to own and resolve technical inquiries within our SaaS ecosystem. You will guide customers from first contact through root-cause discovery to total resolution, while meeting KPIs and CSAT targets.

Role requires 2–3 years in customer-facing tech support, familiarity with Salesforce, and strong communication. Hybrid work sits at 3 days in-office/2 days remote each week.