Support Specialist, App Support

Life.Church • Edmond, OK

8d

About The Position

The Support Specialist, App Support executes and improves 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 to resolve issues more quickly. The specialist is responsible for one or more areas, such as on-demand training, product knowledge, and documentation.

YouVersion is a ministry of Life.Church, a multi-site Christian church. Life.Church’s mission is to lead people to become fully devoted followers of Christ, and YouVersion creates biblically based experiences that encourage and challenge people to seek God.

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 completing assigned tasks with excellence.
• Flexibility and initiative in creating new processes and project strategies.
• Ability to learn new technologies and programs quickly.
• 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 assist with 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.
• Review Support inboxes regularly to understand 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 ensure timely awareness 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.
• 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 to purchase.
• Short- and long-term disability coverage at 100% for qualified full-time staff members.
• Wellness and mental health benefits.
• 401(k) retirement plan with employee contribution, employer match, and employer discretionary contribution totaling up to 12.5% in the first year.
• $160 annually in professional development dollars.
• Casual dress and work environment.

What This Job Offers

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