Client Support Specialist
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.
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
Benefits
- Robust healthcare options
- Flexible paid time off
- Flexible work schedules
- PTO for vacation
- Up to 80 hours of paid sick/safe leave
- 11.5 days of fully paid holidays
- 401(k) matching
- Paid parental leave
- Mental health support through Employee Assistance Program
- Professional development reimbursement
- Employee Recognition & Rewards program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
