Tech Support Representative at Pushpay

| Redmond
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Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to the faith sector, Pushpay helps organizations and their communities stay connected anytime, anywhere.
 
About the Position:
The Tech 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: 1) Our church/non-profit partners 2)The end-users that are giving/donating to our partners.
 
About the Team:
In order to maintain a high level of Customer Care, the Team is dedicated to our customers above and beyond the expected measures. The perfect candidate is someone who can be fiercely loyal to our customers and end-users, their needs, and their expectations. Among the many duties the Support Team carries out, the core of what we do is create a culture that turns the Support process into a win/win for our company and the customer. This role reports to the Manager of Customer Care.
 
Key Responsibilities:
  • Being a First Responder on the Care Team
  • Operating as the primary responder to support inquiries through the established support channels:
  • Ticketing System
  • Intercom
  • Website Live Chat
  • Phone
  • Email
  • Delegating inquiries that are to be handled by other members of the Customer Success Division
  • Keeping to strict Service Level Agreements and checking in with Care Team Lead on a daily and weekly basis to report overall status
  • Assisting in the customer on-boarding processes, including platform setup, testing, and launch, as it relates to Pushpay platform setup and processing setup
  • Organizing, tagging, and tracking common issues to follow trends for escalation.
  • Be a key player in platform improvement by keeping the Care Lead 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 Support for the Customer Success Division, as it relates to create of promotional materials, text engagement support, and custom video support
  • Regularly reviewing assigned accounts to highlight key results, analyze metrics, demonstrate value, and emphasize the ROI, as well as recommend process/procedure changes to better utilize Pushpay services
  • Conducting regular “Customer Review” calls with existing clients to develop and maintain extraordinary relationships to ensure their satisfaction and retention while helping to grow Pushpay incremental revenue.
Basic Qualifications:
  • Minimum 1 year of experience in Customer Support or Tech Support role
Preferred Skills:
  • College degree in Communications or IT is preferred
  • Experience with CRM software (e.g. Salesforce) is a major plus
  • Expert understanding of customer service processes
  • Desire to work in a startup environment, 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.
 
 
 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • AWSDatabases
    • NoSQLDatabases
    • DynamoDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

Tech-savvy suburbia, walking distance to Whole Foods, Poke, and Chipotle!

An Insider's view of Pushpay

What’s the vibe like in the office?

The vibe in the office is the most positive I've ever worked in! It's an environment where my teammates are willing to sacrifice their own time to help me achieve my goals and targets. It's wonderful knowing that others care about me and I would consider my coworkers my friends.

Champ

Account Executive

What does your typical day look like?

I get to help anyone and everyone to get their work done. If they have any issues, I come help get it fixed for them. I feel like a superhero because I get to run around saving people's days. I am always here to help!

Dale

IT Support Analyst

How has your career grown since starting at the company?

Starting out in Sales, I learned a ton about the Pushpay product and loved sharing about it with customers. Now, three positions later, I'm a Recruiter finding talent for Pushpay! I love how much support I received from leadership when I shared with them my aspirations.

Norah

Recruiter

How do you empower your team to be more creative?

We have worked hard to create an environment where people are encouraged and expected to think outside of the box. We value bold ideas and empower our people to speak up, fostering the kinds of discussions required to generate creative solutions. We’re always searching for exceptional strategists, technologists, and communicators!

Molly

VP, Customer Success

What is your vision for the company?

Our focus was to become the #1 partner to the US faith sector through strengthening community, connection and belonging. Today we serve over 7,900 churches, delivering world-leading custom apps, giving and donor management services. Our vision remains the same, expanding our SaaS services that help communities all around the world to thrive!

Bruce

CEO

What are Pushpay Perks + Benefits

Pushpay Benefits Overview

Picnics, BBQs, morale events, and more! This is just a snapshot of what you can expect after coming onboard. With quarterly wellness events ranging from fun runs to volunteer days, you'll be able to work hard and play hard at Pushpay.

Culture
Volunteer in local community
Pushpay Cares: Our employee led program aligned to our core value of Generosity: opportunities for Pushpay employees to give back to their communities.
Friends outside of work
Eat lunch together
Intracompany committees
WLEAD: Enabling inclusion in the workplace. Women’s Leadership Exploration & Development An Employee Resource Group for women & men
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Pushpay participated in the Tough Mudder event for 2 years in a row!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
100% vested after 2 years, matching at 4%.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of paid parental leave for the primary caretaker. Pushpay also provides 2 weeks of leave for the secondary caretaker.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
Pushpay sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Pushpay employees receive between 10 and 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Ping Pong table!
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Pushpay hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Pushpay focuses on continually improving our employees' experience. We are always adding new perks and benefits!

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