Support Specialist, App Support

Life.Church • Edmond, OK

10d

About The Position

The Support Specialist, App Support role at YouVersion is responsible for executing and improving the systems and processes that support the technical aspects of YouVersion Support. The role tracks bugs and user pain points, builds systems to improve communication between teams, and develops processes for resolving issues more quickly. The specialist is responsible for one or more areas, such as on-demand training, product knowledge, and documentation.

YouVersion was created by the local church in 2007 and remains a ministry of Life.Church. Life.Church’s mission is to lead people to become fully devoted followers of Christ, reaching people worldwide through innovative technology. YouVersion creates biblically based experiences that encourage and challenge people to seek God.

The position includes tracking and communicating support issues, maintaining product knowledge and documentation, and improving support tools and systems. It also involves participating in an after-hours on-call rotation.

Requirements

• Excellent verbal, written, and interpersonal communication skills, including the ability to explain complicated processes clearly and foster relationships and partnerships.
• Ability to collaborate in a team environment and work independently while accomplishing assigned tasks with excellence.
• Flexibility and initiative in creating new processes and project strategies.
• Capacity to quickly learn new technologies and programs.
• Ability to identify, troubleshoot, and communicate technical issues effectively.
• High School Diploma or GED.
• 1–3 years of related work experience.

Responsibilities

• Develop and maintain systems to track and report known issues.
• Communicate the status of reported issues to the Community Care team.
• Facilitate regular cross-functional meetings to clarify reported issues and support their prioritization and advocacy.
• Participate in an after-hours on-call rotation, monitor community feedback and automated alerts, and alert appropriate team members and volunteer teams when urgent issues arise.
• Regularly review Support inboxes to identify significant issues and trends.
• Create, streamline, audit, and maintain communication resources, message templates, and documentation aligned with the Support communication strategy and voice.
• Track the product roadmap and understand app and web release cycles, updates, and changes.
• Identify pain points in the Support process, including Support visibility and accessibility.
• Ensure volunteers receive timely information about outages, bugs, and upcoming product releases.
• Build systems that enable timely understanding of new releases and app changes across the Family of Apps.
• Collaborate with Product and Engineering teams to improve Support and user management tools.

Benefits

• Paid parental leave, including maternity, paternity, and adoption leave.
• Generous employer-paid leave for vacation, sick time, and other qualifying reasons.
• Medical, dental, and vision insurance.
• Life insurance provided at 2x annual salary at no cost, with additional coverage available for purchase.
• Short-term and long-term disability coverage at 100% for full-time qualified staff members.
• Wellness and mental health benefits.
• 401(k) retirement plan with up to 12.5% contributed in the first year, including employee contribution, employer match, and employer discretionary contribution.
• $160 annually in development dollars for professional growth.
• Casual dress and work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED