Support Technician 1, Resi

We are looking for a Resi Support Technician 1 who uses independent judgment in providing information, technical assistance, and support to Resi customers. Resi Support Technician 1 provide technological systems support, maintenance, and testing for upkeep of customer systems; troubleshoots and resolves system hardware, software, and network failures and conflicts. A Resi Support Technician 1 is typically the first contact many customers have with the company., * 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.

• 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.

Work Environment & Physical Demands:

Prolonged periods of sitting at a desk and working on a computer will be required. This role consistently operates standard office equipment such as computers and phones. This is largely a sedentary role but may occasionally require lifting up to 50 pounds, walking, bending, or standing as necessary. This description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.

3.33.3 out of 5 stars Colorado Springs, CO Hybrid work $23.21 - $25.22 an hour, Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:
• 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
• Compensation Range: $23.21/hr. - $25.22/hr., depending on location.

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry., Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!