T1 Care Representative

Company: Pushpay
Location: Redmond
Posted on: May 3, 2021

Job Description:

Pushpay exists to bring people together by strengthening community, connection, and belonging. As the leading provider of mobile apps and giving technology to churches, schools, and nonprofits, Pushpay helps organizations and their communities stay connected anytime, anywhere. We recently announced the exciting news of Pushpay and Church Community Builder merging together to deliver a best-in-class fully integrated church management system (ChMS), custom community app, and giving solutions for organizations in the faith sector. The combination of our two companies gives us complimentary world class solutions for our customers and aligns strongly with Pushpay's core strategy of providing innovative, market-leading solutions for customers. Job Summary: The T1 Care Representative position is a perfect blend of customer care and tech support. You'll be providing technical support and troubleshooting for admins of the Church Community Builder Software. Duties/Responsibilities: Being a First Responder on the Care Team Operating as the primary responder to support inquiries through the established support channels: ticketing system, live chat, phone, & email Delegating inquiries that are to be handled by other members of the Customer Success Division Keeping to strict Service Level Agreements and checking in with Care Team Lead on a daily and weekly basis to report overall status Organizing, tagging, and tracking common issues to follow trends for escalation. Be a key player in platform improvement by keeping the Care Lead informed often Providing accurate, timely reports and forecasts, as needed, for management Contributing daily to customer knowledge-base repositories and support the use of those repositories across the Customer Success Division Required Skills/Abilities: Minimum 1 year experience using Church Community Builder software in an admin capacity require Experience with iOS, Android, Windows, macOS, and ChMS software and hardware (tablets, label printers, barcode scanners, MICR readers/check scanners, etc.) preferred Minimum 1 year of experience in Customer Support or Tech Support role Experience with CRM software (e.g. Salesforce) is a major plus Expert understanding of customer service processes Desire to work in a startup environment, with proactive mindset and minimum need for supervision Persistence and determination to deliver results Excellent communication and time management abilities Well-organized and strong work ethic Ability to manage multiple, concurrent support relationships Ability to anticipate change and adjust priorities accordingly Understanding of key drivers for local church success Understanding of industry culture, products and services Excellent eye for detail - ability to create accurate and high quality pieces of work Genuine interest in business, especially as it relates to the church and non-profit space A love for problem solving, especially in technical online software issues A passion to serve, help, and assist in whatever capacity possible Experience in direct customer or client-facing roles Interest in implementing feedback and dedicated to the improvement of your skills and work The ability to quickly adapt to new situations and think on your feet A desire to help people and improve the customer experience Must be a TEAM player - this role won't work well if you don't work well with others.

Keywords: Pushpay, Redmond , T1 Care Representative, Other , Redmond, Washington