Technical Support Specialist

Our Sunday Visitor, Inc.•Huntington, IN

11d•Hybrid

About The Position

The Technical Support Specialist provides front-line technical support for OSV’s electronic product offerings. This role is responsible for responding to customer inquiries, diagnosing issues, and guiding users through problem resolution via phone, email, and other electronic communication channels. The Specialist delivers exceptional customer service while supporting Online Giving, Websites, Church Manager, Customer Portal, Curriculum, and related electronic products. This role also focuses on user training, best practices, and proactive follow-up to ensure customer satisfaction and product success.

Requirements

Experience in customer service, technical support, or call center environment
General knowledge of Windows operating systems
Experience working in cross-platform environments (PC and Mac)
Basic understanding of networking concepts and terminology
Working knowledge of web browsers and Microsoft Office applications
Associate degree in Information Technology, Business, or a related field preferred; equivalent relevant work experience will be considered.
Strong technical aptitude with PC and Mac systems
Excellent verbal and written communication skills
Ability to clearly explain technical concepts to non-technical users
Strong customer service orientation with a professional, empathetic approach
Proven problem-solving and analytical skills
High attention to detail and accuracy in documentation
Ability to organize, prioritize, and manage multiple tasks effectively
Self-motivated with the ability to work independently and as part of a team
Demonstrates sound judgment when making decisions based on established guidelines and procedures
Professional business etiquette when working with internal and external stakeholders
Proficient keyboarding and data entry skills

Responsibilities

Serve as a primary point of contact for customers seeking assistance with OSV electronic products.
Troubleshoot, research, isolate, and resolve basic, intermediate, and complex technical issues in a timely manner.
Provide training and guidance to customers on product functionality, usage, and best practices.
Develop and maintain in-depth knowledge of all OSV electronic product offerings.
Build strong working relationships with churches, dioceses, internal teams, and management.
Offer recommendations to improve product usage, efficiency, and customer outcomes.
Respond to inbound phone calls and emails professionally, accurately, and within defined service-level expectations.
Meet or exceed established performance metrics, including customer satisfaction and responsiveness.
Accurately document customer demographics, product information, issues, and resolution steps in the CRM and technical databases.
Perform scheduled follow-ups and callbacks to ensure issue resolution and customer confidence.
Collaborate with peers and cross-functional teams to share knowledge and improve support processes.
Participate in on-call rotation as required.
Other duties as assigned.