Resi Support Technician 1

Pushpay is a technology company specializing in live streaming solutions for organizations worldwide. They are seeking a Resi Support Technician 1 to provide technical assistance and support to customers, troubleshoot system failures, and maintain customer systems. The role involves delivering effective support through various channels and collaborating with cross-functional teams to ensure customer satisfaction.

Responsibilities

• Deliver prompt and effective support to customers through established support channels (ticketing system, live chat, phone, email), addressing their needs and resolving technical issues both reactively and proactively
• Must maintain clear and accurate communication to ensure their streaming concerns are thoroughly addressed
• Follow existing processes for new customer onboarding, daily support procedures, and long-term customer success
• Complete general product training as defined by published documentation
• Provide frontline support and incident triage
• Provide timely responses and resolutions to customers via email and phone, frequently communicating with customers about their Resi needs and technical tickets or troubleshooting
• Must be able to exchange accurate information
• Collaborate with cross-functional teams in product development, hardware, billing, sales, and other departments to resolve known, and prevent future, issues (proactive)
• Write detailed bug reports for customer reported bugs
• Dedication to continuous learning within the streaming and AV space in order to maintain a high level of support quality
• Proactively identify patterns in support issues and escalate trends to Support Leadership for further investigation and resolution

Skills

• 1 year support experience with an online customer facing service product
• 1 year experience with professional audio and video equipment, and AV production system design
• Working knowledge of IT, networking, computer hardware and software concepts as they relate specifically to streaming and AV production infrastructure
• Ability to work in dynamic and constantly evolving environments
• Must possess excellent interpersonal skills with the ability to effectively de-escalate challenging customer interactions while maintaining a calm and professional demeanor
• Ability to work a flexible schedule including weekends, evenings, and holidays
• Bilingual / Spanish Fluency preferred to support our international customers

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
• 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

Company Overview