Tech Support Representative - ChMS
Church Community Builder’s mission is to help churches grow disciples.
We recently announced the exciting news of Church Community Builder and Pushpay merging together to deliver a best-in-class fully integrated church management system (ChMS), custom community app, and giving solutions for organizations in the faith sector. The combination of our two companies gives us complimentary world class solutions for our customers and aligns strongly with Pushpay’s core strategy of providing innovative, market-leading solutions for customers.
With over 16 years in the industry, Church Community Builder is a trusted partner to over 4,000 churches and growing. Now joining as one company, we support over 8,000 churches in the US and Canada.
Position Overview:
The Tech Support Representative will assist customers with technical and troubleshooting support, as well as collaborate with internal stakeholders to provide exceptional customer service.
Key Responsibilities:
- Proficient and consistent resolution of incoming basic software questions through email, chat, phone, and other communication channels
- Responsible for accuracy and timeliness of case notes, regular customer follow-up on open cases and quick resolution of reported issues
- Investigation of issues with Church Community Builder software and escalation to product management or Technical Support & Maintenance Team
- Participation in Customer Success initiatives, and ability to adapt to change in customer expectations
Basic Qualifications:
- 2-4 years of previous customer service experience
- Minimum 1-year experience using a church management software (ChMS) in an admin capacity
Preferred Skills:
- Pleasant, friendly attitude, with an ability to adapt to change
- Strong listening skills, attention to detail, and decision-making skills
- Excellent problem-solving skills including defining the problem, generation of alternative solutions, evaluation and selection of alternative solutions, and implementation of solutions
- Excellent time management skills
- Experience in Service Cloud a plus
- Familiarity with Sequel Pro/MySQL, Terminal, Transmit, VirtualBox, Vagrant, JIRA/Confluence, HTML, CSS, JavaScript/jQuery, iOS, Android, Windows, macOS, and ChMS software and hardware (tablets, laser printers, barcode scanners, MICR readers/check scanners, etc.) preferred.