Technical Specialist
About the Role You'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 Do Technical 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 Compensation 100% employer-paid premiums for Medical, Dental, and Vision for employee 75% employer-paid premiums for Medical, Dental, and Vision for dependents 401K match Flexible working program 12 paid company holidays Minimum 15 days PTO Paid parental and adoption leave Pay Range:
$57,600 - $73,840 / year,depending on location What 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 Pushpay Pushpay 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.
Recommended Skills Api Adaptability Analytical Backend Css Consulting Estimated Salary: $20 to $28 per hour based on qualifications.
What You'll Do Technical 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 Compensation 100% employer-paid premiums for Medical, Dental, and Vision for employee 75% employer-paid premiums for Medical, Dental, and Vision for dependents 401K match Flexible working program 12 paid company holidays Minimum 15 days PTO Paid parental and adoption leave Pay Range:
$57,600 - $73,840 / year,depending on location What 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 Pushpay Pushpay 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.
Recommended Skills Api Adaptability Analytical Backend Css Consulting Estimated Salary: $20 to $28 per hour based on qualifications.
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