Member Support Specialist

Minno • Nashville, TN

35d

About The Position

As the Member Support Specialist, you will report to the Head of Member Support. Your goal is to ensure the satisfaction of Minno members through the utilization of Minno platforms by providing quality support for our external members. You are passionate about serving our community. You lead with empathy and prioritize caring for members throughout the support process. Problem solving and critical thinking are second nature to you. You are determined to understand the “why” behind the “what” and make extra efforts to understand how things work. When faced with an issue, you don’t take it at face value. Instead, you seek to uncover the root cause, work towards timely solutions, and propose recommendations for quality of life improvements for our members . You are people-driven. You believe your priority is to ensure every member feels heard, respected, and supported. It’s important to you that you accurately understand our members' experiences, both for the benefit of the members and the growth of the organization.

Requirements

• 1–2 years of experience in a customer support or help desk role
• Tech-savviness including, but not limited to:
• Browser technology
• Mobile technology
• TV Technology
• Video Streaming
• Strong communication and interpersonal skills
• Passionate about serving the Christian audience
• Strong problem-solving skills and attention to detail
• Ability to learn and adapt quickly to support multiple products and platforms simultaneously
• Not content with the status quo
• Growth-oriented, always looking for ways to improve
• Curious & Data-driven—desire to understand the “why,” not just the “what”
• Patience, empathy, and a service-oriented mindset
• Ability to work independently and manage multiple tickets simultaneously

Nice To Haves

• Experience working with Support Ticketing Systems, Help Desks, Project Management systems, and Google Drive a plus.

Responsibilities

• Serve as a support representative in frontline communications with members via member support platform, managing escalated issues through a ticketing system
• Efficiently respond to incoming member support tickets
• Escalate member concerns in a timely manner when appropriate, including outages, technical issues, and content questions
• Serve as the liaison between members and internal team
• Participate in QA for new product features and releases to understand how to provide quality support
• Work with Head of Member Support to create and maintain support documentation (Help Articles, FAQs, internal training materials, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed