Technical Specialist
Company: PushPay
Location: Colorado Springs
Posted on: August 4, 2022
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Job Description:
About the RoleYou'll provide technical analysis and strategic
account support for Customer Success related to a specified product
area (giving, community, app, or church management system).What
You'll DoTechnical Analysis and Escalation Owning the process of
escalations to Engineering from CS, follow-ups, and communications
with Customer Success associates. Troubleshooting issues related to
the specified product area, including reproducing the issue, using
backend tools to analyze and/or fix the data, and evaluating the
scope of the issue systemwide. Serving as the subject matter expert
for the product, providing internal support and communicating
product changes to Customer Success. Maintaining and enhancing the
library of technical tools used by Customer Success for technical
services and support. Coordinating with Technical Services to
invoice and schedule requested work. Participating in the technical
aspects of product releases, customer feedback loop, and product
roadmap on behalf of Customer Success, including: ensuring new
solutions meet expectations of the customer and Customer Success,
address major needs, and are prioritized accordingly.Strategic
Technical Account Support Providing front-line support to Strategic
customers, including taking requests for technical solutions via
email, phone, live chat, and video; ensuring issues and requests
are resolved in a timely and effective manner. Determining the
technical validity and feasibility of special requests, and working
with Product/Engineering and other members of the technical teams
to implement custom solutions. Participating in Pre-Sales support
as needed, including: evaluating the effectiveness of solutions for
larger and/or more complex questions/objections during the sales
cycle.Risk Management Actively monitoring relevant
communication/technical channels for possible issues,
investigating, and escalating, as appropriate. Coordinating with
Product, Engineering, and Operations to mitigate immediate issues
and validate long term solutions. Provide communication and
resources to Customer Success to respond to or resolve
issues.Benefits and CompensationWe 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:
100% employer-paid premiums for Medical, Dental, and Vision for
employee 50% employer-paid premiums for Medical, Dental, and Vision
for dependents 401K match Flexible working program 12 paid company
holidays Minimum 15 days PTO; PTO varies by position Paid parental
and adoption leave CO Pay Range: $57,600 - $70,000 / year Pay for
other states: Varies based on locationWhat You'll Bring Bachelor's
Degree or equivalent experience in relevant field. Two years'
experience supporting, implementing, or consulting in technology or
SaaS. One year experience in data manipulation or database support.
One year experience working directly with executive-level staff of
enterprise customers in support or consultation. Familiarity with
SQL, HTML, CSS, API, Excel. Analysis Skills: Identifies significant
problems & opportunities. Analyzes problems and people in depth.
Sorts the wheat from the chaff, determining root causes.
Adaptability/Stress Management: Stable and poised under pressure.
Copes effectively with complexity and change. Able to provide
clear, calm solutions/answers to frustrated customers.
Judgment/Pragmatism: Consistent logic, rationality, and objectivity
in decision making. Focuses on key priorities. Generates sensible,
realistic, practical solutions to problems. Listening/Customer
Focus: Tunes in accurately to opinions, feelings, and needs of
people. Establishes partner relationship with others. Empathetic,
patient, and accessible.About PushpayPushpay helps organizations
and communities come to gather & stay connected, strengthening
community, connection, and belonging through our suite of mobile
apps, management software, and giving technology. Our 550 Pushpay
teammates support 10,000+ customers as they drive social good. In
the 2021 financial year we were honored to process US $6.9 billion
in charitable giving. We're growing fast, including an exciting
acquisition in 2021, and we need driven and teachable talent. Join
Pushpay and grow with us.
Keywords: PushPay, Colorado Springs , Technical Specialist, IT / Software / Systems , Colorado Springs, Colorado
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