Full-Time

Manager – Customer Technical Support

Resi

Posted on 6/14/2024

Pushpay

Pushpay

501-1,000 employees

SaaS platform for community engagement and donations

Consumer Software
Enterprise Software
Social Impact

Compensation Overview

$76.5k - $92.6kAnnually

Mid, Senior

Colorado Springs, CO, USA + 1 more

More locations: Redmond, WA, USA

Hybrid position requiring 3 days in office per week in Colorado Springs, CO; Redmond, WA.

Category
IT Project Management
IT Support
IT & Security
Required Skills
Wireshark
Salesforce
Customer Service
Linux/Unix
Requirements
  • Ability to build consensus within the team that supports company goals and drive change.
  • Professional experience managing teams preferred.
  • 3 years experience with professional audio and video equipment, and AV production system design.
  • 3 years professional experience working with IT, networking, computer hardware and software concepts.
  • 3 years professional experience with the Linux Operating System, and web platforms such as Google Apps.
  • SasS working experience.
  • Experience as a video engineer in a broadcast environment. Knowledge of video standards, formats, and interfaces.
  • Experience with software related to the video and audio production industry, including ffmpeg and gstreamer. Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
  • CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS. Working knowledge of network tools like Wireshark and What’sUp Gold.
  • Excellent communication skills, including issue tracking, triaging, and escalations management.
  • Team-oriented attitude with a willingness to serve others as your customers.
  • Willingness and ability to lead targeted projects and initiatives.
  • Professional with strong emotional intelligence.
  • Proactive mindset and minimum need for supervision.
  • Persistence and determination to deliver results.
  • Consistent availability and rapid response time.
  • Ability to manage multiple, cross-functional relationships.
  • Ability to anticipate change and adjust priorities accordingly.
  • Understanding of industry culture, products, and services.
  • A passion for problem solving, especially technical online software issues.
  • A passion to serve, help, and assist in whatever capacity possible.
  • Up to 10% travel.
  • Bachelor’s degree in a technology related area and at least 6 years of customer-facing experience (or near equivalent) in technical support in a professional setting is ideal, but not required.
  • Experience with CRM software (i.e. Salesforce)
  • Expert understanding of customer service process
  • Experience in direct customer or client-facing roles.
Responsibilities
  • Directly supervise and manage the Support staff, organizing and overseeing their schedules, work, and productivity.
  • Coach, develop and train support team members to meet Support expectations and duties.
  • Work with the Sr. Manager on maintaining support procedures, issue tracking, and trends. Be the primary player in platform improvement by keeping leadership informed.
  • Assist the Sr. Manager with departmental strategic planning, targets and goals.
  • Monitor trends for hardware, software and/or network issues related to customer support and coordinate efforts to resolve those issues.
  • Work to consistently improve customer service experience for all end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
  • Analyze Technical Support situations and determine resources needed to solve them.
  • Communicate with customers, take ownership of customer issues, and follow problems through to resolution. (to promote renewals and overall customer satisfaction).
  • Work closely with Support and Engineering resources to define, reproduce and gather evidence for defects.
  • Work across Support, Product and Engineering teams toward improvements to our products with the life of the customer in mind.
  • Partner with the Sr. Manager of Support and other Customer Success Leaders to develop, execute new strategies, and refine processes to raise service and productivity results.
  • Track team performance metrics to drive results toward team and company goals.
  • Carry out regular 1:1’s with technical representatives to be a coach and establish/ track goals.
  • Facilitate mid-year and annual performance reviews with technical representatives.
  • Plan and lead regular Technical Support Team meetings.
  • Work with HR/Recruiting and other leaders to interview and hire potential new staff as needed.
  • Ensure high level responses to support inquiries through the established support channels.
  • Monitor ticketing system.
  • Participating in feature release meetings, participating in bug escalation meetings, etc.
  • Organizing, tagging, and tracking common issues to follow trends for escalation.
  • Other responsibilities, as needed.

Pushpay provides software as a service (SaaS) solutions that help organizations in the faith, education, and nonprofit sectors connect with their communities. Their products utilize mobile technology to enhance community engagement and facilitate donations. Pushpay offers tools that allow churches, schools, and charities to strengthen their community bonds and manage contributions effectively. Unlike many competitors, Pushpay focuses specifically on these sectors and operates on a subscription-based model, generating revenue through recurring fees from its clients. The company's goal is to continue growing and innovating in order to improve community engagement and drive generosity.

Company Stage

IPO

Total Funding

$13.2M

Headquarters

Redmond, Washington

Founded

2011

Growth & Insights
Headcount

6 month growth

0%

1 year growth

3%

2 year growth

5%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased adoption of AI analytics enhances personalized community engagement strategies.
  • Hybrid church services create opportunities for integrated SaaS solutions.
  • Growing interest in mobile-first solutions drives demand for customizable app platforms.

What critics are saying

  • Emerging church technology platforms could erode Pushpay's market share.
  • Rapid adoption of AI may outpace Pushpay's current offerings.
  • Economic downturns could affect subscription-based revenue models.

What makes Pushpay unique

  • Pushpay offers ChurchStaq, ParishStaq, and Resi Media suites for comprehensive church management.
  • The company integrates video streaming and digital giving for seamless worship experiences.
  • Pushpay's App Studio provides customizable mobile apps for diverse community needs.

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Benefits

Career Development - We offer credits towards Audible audiobooks and Kindle books to help you grow your career. If it’s related to your job, we’ll buy you the book.

401(k) Matching - We hope you work here for a long time, and we’ll help you prepare for retirement with a matching program and vesting schedule that rivals most employers.

100% Medical Coverage - Healthy employees are critical to our success. That’s why we pay 100% of your medical premium and 50% of your dependent’s premium.

Corporate Giving - Generosity is more than a talking point here. We support employees in volunteering locally and participating in giving campaigns throughout the year.

Carpool Incentives - Traffic is the worst. Find a co-worker and beat the gridlock together with carpool incentives for using innovative apps like Scoop and Waze Carpool.

Unlimited Healthy Snacks - Our Nespresso machines power us through the gloomy winters (and all year long, to be honest). When that’s not enough, grab fresh fruit, veggies, or one of the dozen rotating snacks!

INACTIVE