Tech Support Representative

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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 churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere.  

We recently announced the exciting news of Pushpay and Church Community Builder 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.

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
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Maria DBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • HubSpotCRM
    • SalesforceCRM

Location

We’re located at the foot of a mountain range surrounded by great views and fun things to do.

An Insider's view of Church Community Builder, a division of Pushpay

How would you describe the company’s work-life balance?

We strive for work-life harmony by challenging ourselves to give it our ALL whether creating product, interacting with customers, or designing new campaigns. We also want people to go home for dinner, use their PTO, and take time to minister to others in need. We desire that everyone be fulfilled in all that they are, do, and aspire to be.

Sondra

Head of People Operations

What kinds of technical challenges do you and your team face?

As developers, we want a beautiful, intuitive, easy-to-work-with code base. Our designers want best-in-class user experience. Our product managers want to deliver useful features as quickly as possible. As a team, we work together to find a balance of these sometimes-competing priorities to ensure a sustainable, beautiful, and useful product.

Trey

Software Developer

What makes someone successful on your team?

A successful associate assumes the best of their teammates, is willing to help others, and shares their ideas with supervisors. We know innovation requires hundreds of ideas to discern the one that becomes a game changer. And in our company culture, the success of one team member dovetails into the success of the team and rest of the company.

Heather

Head of Customer Success

What unique initiatives do you have that encourage innovation?

We give our developers time every week for self-directed learning. That's time to sharpen skills on tools we use or to reach out beyond our stack and learn new frameworks, languages, tools, and technologies. Not only does that keep developers learning, but it gives us more tools in our toolbox as we come up with customer solutions.

Aaron

Head of Software Development and Technology

How do your team's ideas influence the company's direction?

Our Product Design team is in a unique position to create new products and reimagine existing ones in partnership with multiple teams and our users. As we aim to provide the best solution in the market, we have the opportunity not only to influence the direction of the company but push the boundaries of our market. The possibilities are exciting!

Jonathan

Product Manager

What are Church Community Builder, a division of Pushpay Perks + Benefits

Church Community Builder, a division of Pushpay Benefits Overview

A lot of places will use the quote "work hard, play hard" but here at Church Community Builder we really believe the best life is one that has balance. We challenge our associates to take the bull by the horns each and every day as demonstrated in the work you create and foster an environment for learning and growing technical skills. Things like staff offsites, company breakfasts and lunches, weekly Q&As with Company Leaders give opportunities to build lasting relationships. We work hard to create a culture that feeds innovation with expectations of high-performance through meaningful work and a lot of fun. We are very serious about our software because of the lives we believe it could impact. We seek to hire people who love solving problems, love to engage in possibilities, and are hungry for results. It’s written in our company values that we are people focused and support an inclusive culture. If you have these qualities and are passionate about changing the world, we'd love to meet you!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
We are a privately held company with profit sharing potential each year.
Child Care & Parental Leave Benefits
Family Medical Leave
The first two weeks are paid.
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Game Room
Our game room includes Ping Pong.
Some Meals Provided
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring.
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