Technical Specialist

Summary

Pushpay provides mobile applications, management software, and giving technology that help organizations and communities stay connected. The Technical Specialist provides technical analysis and strategic account support for Customer Success within an assigned product area, troubleshooting issues, managing escalations, supporting strategic customers, and coordinating with technical teams on solutions and risk mitigation.

Responsibilities

• Owning escalations processes to Engineering from CS, and associated communication channels (to Engineering, updating CS teams, etc.)
• Troubleshooting issues related to assigned 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
• 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
• 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

Skills

• 2+ 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
• Identifies significant problems & opportunities. Analyzes problems and people in depth. Sorts the wheat from the chaff, determining root causes
• Stable and poised under pressure. Copes effectively with complexity and change. Able to provide clear, calm solutions/answers to frustrated customers
• Consistent logic, rationality, and objectivity in decision making. Focuses on key priorities. Generates sensible, realistic, practical solutions to problems
• Tunes in accurately to opinions, feelings, and needs of people. Establishes partner relationship with others. Empathetic, patient, and accessible
• Prior experience with Pushpay softwares is a plus, but not required

Qualifications

Must Haves

• 2+ 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
• Identifies significant problems & opportunities. Analyzes problems and people in depth. Sorts the wheat from the chaff, determining root causes
• Stable and poised under pressure. Copes effectively with complexity and change. Able to provide clear, calm solutions/answers to frustrated customers
• Consistent logic, rationality, and objectivity in decision making. Focuses on key priorities. Generates sensible, realistic, practical solutions to problems
• Tunes in accurately to opinions, feelings, and needs of people. Establishes partner relationship with others. Empathetic, patient, and accessible

Nice to Haves

• Prior experience with Pushpay softwares is a plus, but not required

Benefits

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week - local to COS office only
• Remote- approved states only
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave