Technical Support Representative
$46,560–$55,114 year
HybridColorado Springs, Colorado, United States
Job Summary
Operate as the primary owner for incoming service channels including ticketing, live chat, phone, and email, managing personal queue health to maintain target response times. Troubleshoot and resolve issues related to the Pushpay platform, leveraging software discovery to address problems at first contact before escalating complex anomalies or sharing specialized inquiries with the Customer Experience department. Assist with significant account changes and renewal handoffs while utilizing internal resources to contribute updates to the team knowledge base. Maintain strict adherence to customer satisfaction goals and review technical updates regularly to keep pace with continuous product deployments. Requires 2-3 years of relevant support experience, with a hybrid schedule of three days in the office and two days remote.
Required Qualifications
- Minimum 2-3 years of dedicated experience in a technical support, help desk, or client-facing support role
- Demonstrates functional fluency in either the Giving or ChMS platform architecture
- Maintains a general working knowledge of basic application and account ecosystems
- 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
- Requires prolonged periods of sitting at a desk and working on a computer
Desired Qualifications
- Basic experience navigating modern CRM architectures like Salesforce is a major plus
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