Connect Application Support Analyst

Community Bible Study • Colorado Springs, CO

1d • $55,000 - $65,000 • Hybrid

About The Position

The Application Support Analyst plays a key role in maintaining and enhancing CBS Connect, supporting global rollout initiatives, and providing technical assistance for the CBS Connect platform. This role includes loading and managing course materials, supporting Connect platform administrators across seven regions, creating documentation and training resources, and administering user groups and support processes.

Requirements

• CBS expects every employee to have a deep and growing relationship with Jesus Christ, as evidenced by a strong, clear personal testimony and a lifestyle that reflects spiritual maturity and intimacy with God.
• Belief and adherence to the CBS Statement of Faith and a meaningful commitment to the Mission, Vision, and Core Values of CBS are also required.
• Professional Degree, or equivalent experience.
• Knowledge of customer service principles and helpdesk practices.
• Basic knowledge of productivity software (e.g. Asana) and form-building software (e.g., Formstack).
• Proficiency in Windows and Microsoft Office applications.
• Knowledge of major web browsers (Microsoft Edge, Google Chrome, Mozilla Firefox, Safari).
• Excellent verbal and written communication skills.
• Ability to work effectively in cross-cultural environments.
• Customer service-oriented, with a professional demeanor in all interactions.
• Team player with a collaborative mindset.
• Strong multi-tasking ability, capable of managing and prioritizing multiple requests calmly.
• Detail-oriented and thorough, with a focus on accuracy.
• Demonstrates initiative and problem-solving skills.
• Works closely with regional CBS Connect teams.
• Flexibility to work evenings or weekends during peak periods.

Nice To Haves

• Familiarity with Power BI or similar analytics software (preferred).
• Familiarity with AI Software tools like ElevenLabs or HeyGen.

Responsibilities

• Learn and become proficient in the CBS Connect application.
• Edit website content as needed.
• Accurately document customer inquiries and issues.
• Escalate unresolved issues promptly.
• Maintain resolution information, knowledge bases, and FAQs.
• Identify and pursue relevant training opportunities.
• Collaborate with team members to ensure coverage of key functions.
• Perform additional duties as assigned.
• Stay updated on CBS Connect processes and policies.
• Respond promptly and accurately to customer inquiries and support issues via voice and email.
• Create and maintain documentation and support articles for the CBS Connect platform.
• Regularly review the CBS Connect platforms, identify areas for improvement, and coach teams as needed.
• Collaborate with the Communications and Marketing Director to enhance the visual appeal of platforms and courses.
• Partner with the IT Director and CBS Connect Program Manager to drive innovation and resolve platform challenges.
• Train and support global teams in using Formstack and other software tools.
• Maintain enrollment statistics for all region platforms
• Communicate new features and updates to the CBS Connect platform with platform admins and assist with communications related to the CBS Connect Development group.
• Load and maintain course materials on the CBS Connect platform and oversee the course production process.
• Coordinate and guide teams or contractors responsible for loading course materials.
• Distribute translator-approved lessons to regional CBS Connect teams when requested
• Ensures regional teams follow course production guidelines and provide support where needed.
• Collaborate with the Communications department to ensure course graphics and videos are added to the course.

Benefits

• Starting at four weeks of paid vacation and four weeks of paid sick leave annually
• Paid holidays, including your birthday
• 403(b) retirement plan with a 5% match
• Medical, dental, and vision insurance
• Employer-paid disability and life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Ph.D. or professional degree