Apply on Employer Site

Pushpay · 2 months ago

Technical Support Engineer 1, Resi

Allen, TX

Full-time

Hybrid

Entry Level

1+ years exp

Pushpay is a technology company that specializes in providing live streaming services to organizations globally. They are seeking a Technical Support Engineer I to deliver effective support to customers, troubleshoot technical issues, and collaborate with various teams to enhance customer satisfaction.

E-CommerceFinTechInformation TechnologyMobile PaymentsSoftware

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

Qualification

Technical support experienceAudioVideo equipmentITNetworking knowledgeCustomer service skillsBilingual / Spanish fluencyInterpersonal skillsProblem-solving skills

Required

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