Client Support Specialist

Ministry Brands•Alpharetta, GA

1d•Hybrid

About The Position

Ministry Brands is looking for a Client Support Specialist to join our growing team! Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good. Available Location: Milton, GA Hybrid Working: Team members are expected to come into the Alpharetta office as needed, based on business requirements and team collaboration needs. There is no fixed minimum number of in-office days; instead, attendance will be determined by project demands, meetings, and manager guidance. Any changes to your primary work location should follow the appropriate process as outlined in our handbook.

Requirements

3+ months of related experience in customer service, support, or other customer-facing roles
High school diploma or equivalent, or an equivalent combination of education and experience
Demonstrated ability to learn and understand ticketing software applications
Translate end-user to technical resource jargon and vice-versa
Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook, Teams
Be able to organize work using online scheduling software, including but not limited to the use of Microsoft products (Teams, Outlook, SharePoint, etc.)
Working knowledge of phone queue systems
Comfort level working with SaaS-related technology, a plus
Comfortable meeting or exceeding all established SLAs and Metrics
Excellent verbal and written communication, organization, and follow-up skills
Excellent time-management and listening skills

Responsibilities

Provide user support to improve the experience of customers and/or end-users of their assigned product(s)
Provide timely responses to customer service inquiries via product ticket system, emails, LiveChat, and phone calls
Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution
Evaluate, document and escalate technical issues, product bugs or data concerns for further research
Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
Create and review tickets for proper routing
Submit up-sell + cross-sell leads
Responsible for maintaining a high level of professionalism with internal and external sources and working to establish a positive rapport
Update customer information in the customer service database during each call
Work with the leadership team to stay updated on product(s) knowledge, internal processes and be informed of any changes in company/departmental policies
Collaborate on and contribute to additional tasks assigned by management.
Initiate and/or contribute to conversations and tasks related to team’s operational improvement
Explain complex concepts and technical knowledge in simple terms to less technical individuals
Function as a Subject Matter Expert in the product(s) and client-facing experience
Maintains in-depth knowledge of our products and stays up-to-date with ongoing product releases