<p><strong>About the Role</strong></p> <p>The Technical Level l is an agile, high-empathy problem solver responsible for owning and resolving technical inquiries within the Pushpay SaaS ecosystem. Operating as a critical partner to our customers, this role focuses on end-to-end incident ownership - guiding users from initial contact through root-cause discovery to total technical resolution.</p> <ul> <li><strong>Strategic Growth & Core Metrics</strong> <ul> <li><strong>Product Knowledge:</strong> Upon successful completion of initial onboarding: <ul> <li>Demonstrates functional fluency in either the Giving or ChMS platform architecture.</li> <li>Maintains a general working knowledge of basic application and account ecosystems.</li> </ul> </li> <li><strong>Performance Baseline:</strong> Post onboarding period, consistently meets or exceeds all core KPIs. <ul> <li>Maintains target response times and customer satisfaction (CSAT) goals. KPI’s may vary depending on the customer segment.</li> </ul> </li> <li><strong>Core Competency:</strong> Level l Profile - An autonomous, proactive individual contributor who executes complex troubleshooting workflows with minimal supervision.</li> <li><strong>Tenure Benchmark:</strong> 2 - 3 years of relevant customer-facing or software support experience prior to time at Pushpay.</li> </ul> </li> </ul> <p style="padding-left: 40px;"> </p> <p data-renderer-start-pos="2471"><em data-renderer-mark="true">Named as one of BuiltIn ‘<strong data-renderer-mark="true">Best Places to Work</strong>’ in Seattle, Denver and Dallas for 2025; ranked number <strong data-renderer-mark="true">10</strong> by Seattle Business Magazine in the ‘<strong data-renderer-mark="true">Washington’s 100 Best Companies to Work For’</strong> list in the large companies category for 2024; named as a 2025 '<strong data-renderer-mark="true">Best Places to Work for Women'</strong> by Best Companies Group.</em></p> <p data-renderer-start-pos="2471"> </p> <p data-renderer-start-pos="1444"><strong data-renderer-mark="true">Benefits and Compensation</strong></p> <p data-renderer-start-pos="1471">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:</p> <ul> <li data-renderer-start-pos="1649">100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee</li> <li data-renderer-start-pos="1735">70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents</li> <li data-renderer-start-pos="1794">401K match</li> <li data-renderer-start-pos="1794">Hybrid work model - 3 days in the office / 2 days remote each week</li> <li data-renderer-start-pos="1794">12 paid company holidays</li> <li data-renderer-start-pos="1878">2 paid Volunteer Time Off days</li> <li data-renderer-start-pos="1906"><span class="fabric-text-color-mark" data-renderer-mark="true" data-text-custom-color="#ff5630">15</span> days PTO to start, increases with tenure and seniority</li> <li data-renderer-start-pos="1974">Paid parental and adoption leave</li> <li style="font-weight: bold;" data-renderer-start-pos="2010"><strong>Compensation Range: </strong><strong>$46,560 - $55,114</strong></li> </ul> <p data-renderer-start-pos="2075"> </p> <p><strong>What You'll Do</strong></p> <ul> <li><strong>Customer Support:</strong> <ul> <li>Operates as the primary owner for incoming service channels including the ticketing system, live chat, phone, and email.</li> <li>Manages personal queue health dynamically to maintain strict adherence to customer Target Response times.</li> <li>Assist with customer account management as it relates to significant account changes and renewal handoff.</li> </ul> </li> <li><strong>End-to-End Troubleshooting Ownership:</strong> <ul> <li>Troubleshoots and resolves issues related to the Pushpay platform.</li> <li>Demonstrates technical ownership of each customer request - leveraging software discovery to resolve problems at first contact.</li> <li>Escalate highly complex platform anomalies that fall outside standard Level l documentation. </li> <li>Accurately shares specialized inquiries to CSM or Implementation within the greater Customer Experience department.</li> </ul> </li> <li><strong>Knowledge Base Contribution:</strong> <ul> <li>Utilizes internal technical resources daily to ensure accurate problem resolution. </li> <li>Identifies documentation gaps and contributes updates to the team knowledge base.</li> <li>Reviews technical support updates regularly to keep pace with continuous product deployments.</li> </ul> </li> </ul> <p> </p> <p><strong>What You'll Bring</strong></p> <ul> <li><strong>Experience & Technical Aptitude:</strong> <ul> <li>Minimum 2-3 years of dedicated experience in a technical support, help desk, or client-facing support role.</li> <li>Basic experience navigating modern CRM architectures like Salesforce is a major plus.</li> </ul> </li> <li><strong>Core Professional Attributes:<