Technical Support Representative

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

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

We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:

• 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
• 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

• 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.

What You'll Bring

• 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.

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].

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!