Platform Support Specialist

GO Project•Kansas City, MO

About The Position

The Platform Support Specialist ensures CarePortal users—including internal team members and external partners—are supported and equipped to use the platform effectively. The role is a first point of contact for technical and platform-related inquiries, providing timely, thoughtful, solutions-oriented assistance to colleagues, churches, agencies, and community partners. The specialist responds to support requests across multiple channels, troubleshoots issues, submits detailed tickets to the development team, and identifies trends and opportunities to improve the platform. The role also supports technology innovation by testing new features, documenting feedback, and sharing insights with the broader team. In collaboration with the Global Ministry Support (GMS) team, field teams, and support leadership, the specialist helps improve CarePortal’s reliability, usability, and adoption. CarePortal is a care-sharing technology that connects churches, child-serving organizations, businesses, and individuals to help children and families in crisis. The role supports the organization’s mission and values by helping local communities respond to needs before, during, and beyond foster care.

Requirements

Demonstrated technical and database skills using Microsoft and Google office software.
Passion for empowering local churches to care for children and families in crisis.
Commitment to GO Project’s mission and core values.
Creative and efficient problem-solving skills.
A clear sense of calling to the role and organization.
A demonstrated record of operational effectiveness achieved through collaboration.
Effective communication and contribution in team environments.
Strong time-management, written communication, and organizational skills.
Willingness to give and receive feedback and direction.
Strong desire to serve others and help them succeed.

Nice To Haves

One or more years of experience in customer service or technical support.
Experience with Zendesk or an equivalent ticketing system.

Responsibilities

Contribute to ongoing technology innovation and the overall improvement of CarePortal.
Support the Global Ministry Support (GMS) team.
Submit issues to the development team using the internal ticketing system.
Respond to general support inquiries from CarePortal users through Zendesk tickets, email, or phone.
Troubleshoot platform and technical issues.
Test new platform features and document feedback.
Identify and communicate trending issues to the Support Manager.
Provide ongoing support to the CarePortal field team to improve its effectiveness.
Support Implementing Partners and agencies in using the platform effectively as needed.
Support CarePortal churches and Community Champions in responding to and meeting requests.