Technical Support Representative

• Being a First Responder on the Support Team that provides technical support and troubleshooting for our two main categories of users: 1) Our church/non-profit partners 2) The end-users that are giving/donating to our partners.
• Operating as the primary responder to support inquiries through the established support channels. 
• o Ticketing System
• o Live Chat
• o Phone
• o Email

• Delegating inquiries that are to be handled by other members of the Customer Success Division.
• Keeping to strict customer Target Response Times and checking in with Support Leadership on a regular basis to report overall status.
• Assisting with and supporting the customer through every stage of the customer journey from onboarding of the product to their potential exit from the product.
• Organizing, tagging, and tracking common issues to follow trends for escalation.
• Be a key player in platform improvement by keeping Support Leadership 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.
• Providing timely internal support for the Customer Success Department, as it relates to troubleshooting customer issues outside of other department members’ knowledge or assisting with time sensitive customer requests.
• Assisting with a customer’s account cancellation to confirm details around the cancellation.
• While performing the duties of this role, regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.

What You'll Bring

• College degree in Communications, or related field is preferred.
• Minimum 1 year of experience in Customer Support or Tech Support role.
• Bi-lingual (English & Spanish) Preferred.
• Experience with CRM software (e.g. Salesforce) is a major plus.
• Expert understanding of customer service processes.
• Self starter with proactive mindset and minimum need for supervision.
• Persistence and determination to deliver results.
• Excellent communication and 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.
• Available to work Sundays.