Platform Support Specialist

GO Project•Kansas City, MO

About The Position

The Platform Support Specialist supports CarePortal users, including internal team members and external partners, in using 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 requests through 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. Working closely with the Global Ministry Support (GMS) team, field teams, and support leadership, the Platform Support Specialist contributes to platform reliability, usability, and adoption. The work supports CarePortal’s mission of connecting children and families in crisis with caring communities. The position is full-time and based in Kansas City, Missouri, with a day shift and negligible travel. Compensation is commensurate with relevant skills and experience.

Requirements

Demonstrated technical and database skills in Microsoft and Google office software.
Commitment to GO Project’s mission and core values.
Creative and efficient problem-solving skills.
A clear sense of calling to this role in the organization.
Demonstrated operational effectiveness achieved through collaboration.
Effective communication and contribution in team environments.
Strong time management, writing, and organizational skills.
Willingness to give and receive feedback and direction.
A strong desire to serve others and help them succeed.

Nice To Haves

At least 1 year of experience in customer service or technical support.
Experience with Zendesk or an equivalent ticketing system.
Passion for empowering local churches to care for children and families in crisis.

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 support inquiries from CarePortal users through Zendesk tickets, email, or phone.
Troubleshoot platform 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 their effective use of the platform as needed.
Support CarePortal Churches and Community Champions in responding to and meeting requests.