Senior Technical Support Representative

About the Role

In order to maintain a high level of customer support, a Sr. Technical Support Representative is dedicated to our customers above and beyond the expectations of a technical support representative. You are responsible for exhibiting a high amount of integrity and excellence when it comes to supporting customers. You’ll work together with other teams within Customer Success to provide a consistent and excellent customer experience. As a part of the greater Customer Support team, Sr. Technical Support Representatives work together with the rest of Support to provide world-class support to our customers. This position reports to the Manager of Customer Support.

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.

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, Dental, and Vision for employee
• 70%+ employer-paid premiums for 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
• 15/20/25 days PTO, 15 days to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range: $50,615 - $64,000. depending on location

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You'll Do

• Consistently and proficiently resolve incoming software questions related to Church Community Builder or Pushpay through email and phone communication channels.
• Operate as an escalation point and offer feedback/training when necessary for frontline associates troubleshooting issues, database inquiries, and custom reports.
• Delegation of inquiries that are to be handled by other members of the Customer Success team.
• Use SQL queries to build customer requested custom reports.
• Keep to strict response times for cases while checking in with support managers on a regular basis to report overall status.
• Partner with Support Leadership to operate as a key player in initiatives that drive system and team improvement.
• Collaborate with Support Leadership to recommend process/procedure changes to better improve the customer experience.
• While performing the duties of this role, the associate is regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.

What You'll Bring

• College degree in Communications, IT, or related field is preferred.
• 2 - 3 years of Technical Support experience.
• Experience with CRM software (e.g. Salesforce) is a major plus.
• Expert understanding of customer service processes.
• Persistence and determination to deliver results.
• Excellent communication and management abilities.
• Well-organized and strong work ethic.
• Ability to manage multiple, concurrent support relationships.
• Ability to anticipate change and adjust priorities accordingly.
• Understanding of industry culture, products, and services.
• Excellent eye for detail – ability to create accurate and high quality pieces of work.
• Genuine interest in business, especially as it relates to the church and non-profit space.
• A love for problem solving, especially in technical online software issues.
• A passion to serve, help, and assist in whatever capacity possible.
• The ability to quickly adapt to new situations and think on your feet.
• A desire to help people and improve the customer experience.
• Must be a TEAM player – this role won’t work well if you don’t work well with others.
• Familiarity with Sequel Pro/MySQL, JIRA/Confluence, HTML, CSS, JavaScript/jQuery.

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 rel