Technical Support Specialist

2 weeks ago

Colorado Springs, Colorado, United States Pushpay Full time
About the Position

We invite you to become a part of our team as a Technical Support Specialist, where you will be instrumental in providing our clients with strategic account assistance and solutions for our community engagement, application, or church management system offerings. Your role will involve delivering technical support and strategic insights to our esteemed clients, utilizing your knowledge to resolve issues, propose solutions, and enhance their interaction with our services. With an emphasis on empathy, flexibility, and effective communication, you will excel in a fast-paced environment where your analytical skills significantly contribute to our clients' success.

Key Responsibilities

Technical Analysis and Escalation
  • Managing escalation processes to Engineering from Customer Support, including relevant communication channels.
  • Diagnosing issues related to your designated product area, which includes replicating the problem, employing backend tools for data analysis or correction, and assessing the overall impact of the issue.
  • Acting as the go-to expert for the product, offering internal support and conveying product updates to the Customer Success team.
  • Enhancing and maintaining the repository of technical resources utilized by Customer Success for technical assistance and support.
  • Collaborating with Technical Services to schedule and invoice requested tasks.
  • Engaging in the technical components of product launches, customer feedback processes, and product strategy on behalf of Customer Success, ensuring new solutions align with customer expectations and critical needs.
Strategic Technical Account Support
  • Delivering front-line assistance to Strategic clients, including handling requests for technical solutions through various communication channels, ensuring timely and effective resolution of issues.
  • Assessing the technical validity and feasibility of special requests, collaborating with Product/Engineering and other technical teams to implement tailored solutions.
  • Participating in Pre-Sales support as necessary, evaluating the effectiveness of solutions for complex inquiries during the sales process.
Risk Management
  • Proactively monitoring relevant communication and technical channels for potential issues, investigating and escalating as needed.
  • Working with Product, Engineering, and Operations to address immediate concerns and validate long-term solutions.
  • Providing communication and resources to Customer Success to assist in resolving issues.
Compensation and Benefits
  • 100% employer-covered premiums for Medical HDHP Plan, Dental, and Vision for employees.
  • 70% employer-covered premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents.
  • 401K matching.
  • Hybrid work model - 3 days in the office and 2 days remote each week.
  • 12 paid Company Holidays.
  • 2 paid Volunteer Time Off days.
  • 15 days of Paid Time Off, with increases based on tenure and seniority.
  • Paid parental and adoption leave.
  • Compensation Range: $57,600 - $73,840, depending on location.
Compensation ranges are determined by role and location. The range displayed reflects the pay range for the position across all US locations. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Qualifications
  • 3+ years in a customer-facing, technical role.
  • 2+ years of experience in supporting, implementing, or consulting in technology or SaaS.
    • One year of experience in data manipulation or database support.
    • One year of experience working directly with executive-level staff of enterprise clients in support or consultation.
  • Familiarity with SQL, HTML, CSS, API, and Excel. Previous experience with Pushpay software is advantageous but not mandatory.
  • Analytical Skills: Recognizes significant problems and opportunities, analyzing issues and stakeholders in depth to identify root causes.
  • Adaptability/Stress Management: Maintains composure under pressure, effectively managing complexity and change while providing clear solutions to frustrated clients.
  • Judgment/Pragmatism: Exhibits consistent logic and objectivity in decision-making, focusing on key priorities and generating practical solutions.
  • Listening/Customer Focus: Accurately tunes into the opinions, feelings, and needs of others, establishing partnerships and demonstrating empathy, patience, and accessibility.
Pushpay is dedicated to equal opportunity and values diversity and inclusion among all team members.

About Pushpay

Pushpay empowers organizations and communities to connect and strengthen their bonds through our suite of mobile applications, management software, and giving technology. Our team of 550 Pushpay employees supports over 10,000 clients in driving social good, having processed over $15 billion in charitable contributions. We are experiencing rapid growth, including exciting acquisitions, and we seek motivated talent to join us.

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