Technical Support Representative

Socket.dev; Colorado Springs (CO); On-site; 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

About the Role

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 discovery to total technical resolution.

Strategic Growth & Core Metrics

Product Knowledge: Upon successful completion of initial onboarding: Demonstrates functional fluency in either the Giving or ChMS platform architecture. 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.

Named as one of BuiltIn ' Best Places to Work ' in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ' Washington's 100 Best Companies to Work For' list in the large companies category for 2024; named as a 2025 ' Best Places to Work for Women' by Best Companies Group.

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
• 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: $46,560- $55,114

What You’ll Do

• 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.
• 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.
• 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.
• Requires prolonged periods of sitting at a desk and working on a computer.

What You’ll Bring

• 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.
• 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.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [e-mail].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we're honored to have processed over $15 billion in charitable giving. We're growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!