PTAN Technical Support Representative

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About the Role

The Technical Support Representative position is a perfect blend of customer care and tech support. You'll be providing technical support and troubleshooting for our two main categories of users:

• Our church/non-profit partners.

• The end-users that are giving/donating to our partners.

Ranked number 14 by Seattle Business Magazine in the ' Washington's 100 Best Companies to Work For' list in the large companies category; and named as one of Built In Seattle's ' Best Places to Work '

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:

• Part Time As Needed
• Remote
• Eligible for sick time
• Compensation Range: $43,650-53,900

The following states are approved as remote work locations for this position: AR, AZ, CA, CO, FL, GA, IA, MD, MI, MO, NC, NY, OH, OK, PA, SC, TN, TX, WA. All other states are not in consideration for this role at this time.

What You'll Do

• Being a First Responder on the Support Team that provides technical support and troubleshooting for our two main categories of users: 1) Our church/non-profit partners 2)The end-users that are giving/donating to our partners.
• Operating as the primary responder to support inquiries through the established support channels:

• • Ticketing System
  • Live Chat
  • Phone
  • Email
• Delegating inquiries that are to be handled by other members of the Customer Success Division.
• Keeping to strict customer Target Response Times and checking in with Support Leadership on a regular basis to report overall status.
• Assisting with and supporting the customer through every stage of the customer journey from onboarding of the product to their potential exit from the product.
• Organizing, tagging, and tracking common issues to follow trends for escalation.
• Be a key player in platform improvement by keeping Support Leadership informed often.
• Providing accurate, timely reports and forecasts, as needed, for management.
• Contributing daily to customer knowledge-base repositories and support the use of those repositories across the Customer Success Division.
• Providing timely internal support for the Customer Success Department, as it relates to troubleshooting customer issues outside of other department members' knowledge or assisting with time sensitive customer requests.
• Assisting with a customer's account cancellation to confirm details around the cancellation.

What You'll Bring

• College degree in Communications, IT, or related field is preferred.
• Minimum 1 year of experience in Customer Support or Tech Support role.
• Bilingual (English & Spanish) a plus.
• Experience with CRM software (e.g. Salesforce) is a major plus.
• ChMS experience with the Church Community Builder is a plus.
• Expert understanding of customer service processes.
• Self starter with proactive mindset and minimum need for supervision.
• 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 key drivers for local church success.
• 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.
• Experience in direct customer or client-facing roles.
• Interest in implementing feedback and dedicated to the improvement of your skills and work.
• 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.

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 View email address on us.fitly.work.

About Pushpay

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!

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