Technical Support Representative, Catholic

About the Role

The Technical Level l is an agile, high-empathy problem solver responsible for owning and resolving technical inquiries within the Pushpay SaaS ecosystem. Operating as a critical partner to our customers, this role focuses on end-to-end incident ownership - guiding users from initial contact through root-cause discovery to total technical resolution.

• Strategic Growth & Core Metrics
  • Product Knowledge: Upon successful completion of initial onboarding:
    • Demonstrates functional fluency in either the Giving or ChMS platform architecture.
    • Maintains a general working knowledge of basic application and account ecosystems.
  • Performance Baseline: Post onboarding period, consistently meets or exceeds all core KPIs.
    • Maintains target response times and customer satisfaction (CSAT) goals. KPI’s may vary depending on the customer segment.
  • Core Competency: Level l Profile - An autonomous, proactive individual contributor who executes complex troubleshooting workflows with minimal supervision.
  • Tenure Benchmark: 2 - 3 years of relevant customer-facing o