Technical Support Representative

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.

• 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.

• 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.

Named as one of Built In ‘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.

• 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

• Customer Support:
  • Operates as the…