Technical Support Representative, Catholic

Join a team that pairs hands-on technical support with real customer impact in Pushpay’s SaaS ecosystem. This hybrid role (3 days in the office / 2 days remote each week) includes strong benefits, competitive pay, and a clear focus on end-to-end incident ownership. You will act as a primary point of contact for technical inquiries, guiding customers from first interaction through root-cause discovery and resolution.

What you’ll do

• Own incoming customer support requests across multiple service channels, including the ticketing system, live chat, phone, and email.
• Manage your personal queue health dynamically to maintain strict adherence to customer Target Response times.
• Troubleshoot and resolve issues related to the Pushpay platform using software discovery to drive resolution at first contact.
• Provide technical ownership for each request, progressing incidents through investigation to total technical resolution.
• Escalate highly complex platform anomalies that fall outside standard Level 1 documentation.
• Share specialized inquiries accurately with the appropriate partners in the Customer Experience department, including CSM or Implementation.
• Use internal technical resources daily to ensure accurate and effective problem solving.
• Identify documentation gaps and contribute updates to the team knowledge base.
• Review technical support updates regularly to stay current with continuous product deployments.
• Support customer account management needs related to significant account changes and renewal handoff.

How you’ll succeed (on the job and over time)

After successful onboarding, you will demonstrate functional fluency in the Giving or ChMS platform architecture and maintain working knowledge of basic application and account ecosystems. During the post-onboarding period, you will consistently meet or exceed core KPIs, including maintaining target response times and customer satisfaction (CSAT) goals. KPI expectations may vary by customer segment, and the Level 1 profile emphasizes autonomous, proactive execution of complex troubleshooting workflows with minimal supervision.

Compensation range: $50,615-$61,863 per year.

Benefits and work setup

• Health coverage: 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employees
• Additional option: 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• Retirement: 401K match
• Work model: Hybrid (3 days in the office / 2 days remote each week)
• Time off: 12 paid company holidays, 2 paid Volunteer Time Off days, and 15 days PTO to start (increases with tenure and seniority)
• Family leave: Paid parental and adoption leave

Requirements

• Minimum 2-3 years of dedicated experience in a technical support, help desk, or client-facing support role
• Basic experience navigating modern CRM architectures such as Salesforce is a major plus
• Excellent attention to detail and the ability to create accurate work pieces
• Excellent written and verbal communication skills
• Strong work ethic and well-organized task management
• Genuine interest in helping solve customer requests
• Natural love for problem-solving within online software platforms
• Requires prolonged periods of sitting at a desk and working on a computer

Location: Fountain, CO (hybrid)