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Technical Support Representative

Technical Support Representative providing support for church/non-profit partners.
Pushpay
Remote
Hybrid
On-Site
United States
USD 43,650 - 52,800
Job Description
Pushpay is seeking a Technical Support Representative to provide technical support and troubleshooting for church/non-profit partners and their end-users. The role involves being a first responder on the Support Team, operating as the primary responder to support inquiries through various channels, and assisting customers throughout their journey.

What This Role Involves:
  • Providing technical support and troubleshooting.
  • Operating as the primary responder to support inquiries.
  • Delegating inquiries to other team members.
  • Maintaining customer Target Response Times.
  • Assisting customers through every stage of the customer journey.
  • Organizing, tagging, and tracking common issues.
  • Keeping Support Leadership informed.
  • Providing reports and forecasts.
  • Contributing to customer knowledge-base repositories.
  • Providing internal support for the Customer Success Department.
  • Assisting with account cancellations.

Requirements:
  • College degree in Communications or related field preferred.
  • Minimum 1 year of experience in Customer Support or Tech Support.
  • Bi-lingual (English & Spanish) preferred.
  • Experience with CRM software (e.g., Salesforce) is a plus.
  • Expert understanding of customer service processes.
  • Self-starter with a proactive mindset.
  • Excellent communication and management abilities.
  • Well-organized and strong work ethic.
  • Ability to manage multiple support relationships.
  • Ability to anticipate change and adjust priorities.
  • Understanding of key drivers for local church success.
  • Genuine interest in business, especially in the church and non-profit space.
  • A love for problem-solving in technical online software issues.
  • A passion to serve and help.
  • Experience in direct customer or client-facing roles.
  • Interest in implementing feedback and improving skills.
  • Ability to adapt to new situations and think on your feet.
  • A desire to help people and improve the customer experience.
  • Must be a TEAM player.

What Pushpay Offers:
  • 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
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Pushpay

Pushpay, through its Resi Media, LLC subsidiary, is a technology company specializing in broadcasting solutions for organizations worldwide. As an industry leader, Resi provides reliable live streaming technology and delivers exceptional technical support and customer service. Pushpay offers a suite of mobile apps, management software, and giving technology designed to strengthen community engagement and connection. Pushpay supports over 10,000 customers and has processed over $15 billion in charitable giving.

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