<div>Smart Church Solutions is looking for a Customer Support team member that is passionate about helping churches. Our eSPACE web application continues to grow as it provides facility and event management tools to churches and other organizations. We are a virtual company, so while there will be no commute,<br>you’ll need to have a distraction-free place to work remotely. As with many small companies, we are fast paced. But that doesn’t mean the stress and pressure levels are high. Culture is a very important part of our company and we believe high stress runs counter to that culture.<br><br></div><div><strong>Job Description</strong></div><ul><li>Learn and fully comprehend eSPACE Facility Management software</li><li>Assist with new subscriber data imports, when necessary</li><li>Assist in updating/creating support articles and videos of features and functionality as assigned</li><li>Provide level customer support to eSPACE subscribers using company supplied tools, emails,</li><li>phone, and other channels, as deemed necessary</li><li>Provide training when needed</li><li>Collaborate with the customer support, training, and sales teams</li><li>Contribute to the planning and future development of the offerings</li><li>Perform support tasks, as deemed appropriate and assigned</li></ul><div><br><strong>Technology Knowledge</strong></div><ul><li>Google Products (Gmail, Docs, Sheets)</li><li>Zendesk (optional)</li><li>Monday (optional)</li><li>Slack (optional)</li><li>Basic Qualifications</li><li>Must have excellent communication skills, verbally and written</li><li>Be able to work remotely with appropriate working environment</li><li>Ability to learn software applications</li><li>Must be attentive and able to perform at a high capacity</li></ul><div><br><strong>Additional Qualifications</strong></div><ul><li>Have some experience working with and understanding church operations</li><li>Have prior training and customer service experience, even if in other industries</li><li>Experience with software products</li><li>Experience with customer Community Forums</li></ul>

Customer Support Specialist

<div>Do you have experience working with church software and do you enjoy showing people how it works? If so, great!&nbsp;<br><br></div><div>We’re looking for a remote, full-time Customer Success Specialist (Training &amp; Onboarding) who can lead live software training sessions via Zoom.&nbsp;<br><br></div><div><strong>About the role:</strong><br>The Customer Success Specialist will provide direct support to our customers primarily via Zoom training sessions but also via chat, phone and email as needed. <strong><em>The Ideal candidate has or has had experience working with church specific software tools and experience working within a local church</em></strong>. The ability to learn and educate others on software tools is a must.<br><br></div><div>This is a remote position and with mandatory work hours of 9 AM – 6PM ET, Monday through Friday.<br><br></div><div><strong>What you will do:</strong></div><ul><li>Provide one-on-one live zoom training when scheduled. Customers will indicate in advance the topics which will be covered during the training.</li></ul><div>&nbsp;</div><div><strong>Ideal candidate qualities include:</strong></div><ul><li>Experience working with church database software</li><li>Enjoys technology</li><li>Strong communication skills (ability to convert technical language to plain English and vice versa)</li><li>Pleasant demeanor</li><li>Can work independently</li><li>Strong desire to learn and grow</li></ul><div><br><em>*This is a Remote position.</em><br>Employees must have a reliable internet connection. Tasks will be performed on a company issued computer, using your personal internet connection.<br><br></div><div><strong>Pay Rate</strong><br>$40,000 – $45,000 annually<br><br></div><div>The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.<br><br></div><div>Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.<br><br></div><div><strong>Responsibilities</strong></div><div>Zoom Training Sessions</div><ul><li>Provide one-on-one live zoom training when scheduled. Customers will indicate in advance the topics which will be covered during the training.</li><li>Share relevant support materials when able</li><li>Document training sessions inside of CRM<ul><li>What was covered in the session&nbsp;</li><li>Any points of concern in regard to the overall relationship with the customer and OCS</li></ul></li><li>Document feature requests in Jira</li><li>Follow up in email/calls as needed</li></ul><div>&nbsp;</div><div>Onboarding</div><ul><li>Work with Customer Success Team Lead to ideate and execute onboarding and implantation strategies for customers</li><li>Answer and provide any support needed during the onboarding phase via email and phone</li><li>Document feature requests in Hubspot and follow up with customers as those features are</li></ul><div>&nbsp;</div><div>Provide Direct support for customers as needed.&nbsp;</div><ul><li>Fill in for Chat/phone support as needed (generally for an hour a day)</li></ul>

<div><em>The 700 Club Prayer Center<br></em><br></div><div><em>The Christian Broadcasting Network (CBN) </em>is seeking a <strong>Contact Center Project Team Lead</strong> for a 24/7 contact center that serves inbound, outbound, digital, and email channels through teams that are on-site, remote, and international. Lead the Project Office team to prepare the contact center with the tools and resources to meet organizational objectives. This includes script design, knowledgebase maintenance, IVR and call routing plans, dialing execution, analysis and reporting across all channels. Will be liaison with IT for projects requiring technology support.</div><div><br></div><div><strong>The successful candidate will have the following qualifications:&nbsp;</strong></div><ul><li>3-5 years’ experience in Contact Center operations with Contact Center leadership preferred.</li><li>Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.</li><li>Strong project management skills with ability to engage in multiple initiatives simultaneously and coordinate prioritization for the team.</li><li>Working knowledge of digital media, consumer services and non-profit fundraising business models. Experience with Call Center systems such as ACD, Dialer, Workforce Management, etc. required.</li><li>Strong management skills with ability to lead, train, and motivate/mentor a team.</li><li>Proficient in MS Office with ability to learn new software.</li><li>Strong organizational skills with keen attention to detail.</li><li>Excellent interpersonal skills with ability to develop strong working relationships with all levels of the organization.</li><li>Strong communication skills, both written and oral with ability to communicate technical concepts to non-technical audiences.</li><li>Self-motivated with ability to work independently as well as be effective in a small team-oriented environment. Experience working in Agile teams a plus.</li><li>Flexible with ability to work well under pressure and consistently meet deadlines.</li></ul><div><br></div><div>CBN is a global nonprofit ministry demonstrating the love of God by sharing the Gospel through mass communication, digital media, and humanitarian aid. Headquartered in beautiful Virginia Beach, VA, CBN offers a professional and rewarding work environment, competitive salary, and full benefits package. If you meet the listed qualifications and are in agreement with CBN’s mission and purpose, please click apply or visit our CBN job board at <a href="http://www.cbn.com/">www.cbn.com</a>.<em>&nbsp;<br></em><br></div><div><em>We are unable to give full consideration to resumes without applications.</em></div>

Contact Center Team Lead

<div>Aplos is the largest nonprofit &amp; church management software on the market. We’ve served over 40,000<br>organizations since our inception in 2009. Our all-inclusive platform provides a built-in fund accounting<br>system, dynamic CRM, fundraising &amp; giving tools, online donations &amp; payment processing, integrated<br>payroll, email marketing, website builder, and much more.<br><br>Aplos made the Inc. 600 list in 2018, making it one of the fastest growing companies in the U.S. Our<br>innovative team continues to push the envelope with new software features, industry vertical exploration,<br>and marketing strategies.<br><br>With a leadership team made up of start-up pioneers, Silicon Valley veterans, and serial entrepreneurs;<br>Aplos is charging ahead as a leading brand in the nonprofit SaaS market.<br><br>Enough about us for now. It’s time to talk about you!<br><br><strong>Position</strong>: Support Representative<br><strong>Overview</strong>: At Aplos, excellent customer service is a critical element of our success. In this role, you will<br>be a key part of the Aplos team; working directly with our church and nonprofit customers. You will help<br>each organization reach their goals by providing efficient and effective solutions so that they can be<br>successful with using the Aplos platform. Customer Support representatives work directly with customers<br>to provide product information, answer questions, and troubleshoot problems in an efficient manner.<br><br><strong>Hours</strong>: Full-time<br><strong>Compensation &amp; Benefits</strong>:</div><ul><li>Compensation: $15 - $18/hour, contingent on experience</li><li>Health, Dental and Vision Insurance</li><li>Paid Holidays</li><li>Paid Time Off</li><li>Retirement Plan</li><li>And more!</li></ul><div><br></div><div><strong>Primary Office Location</strong>: Fresno, California<br><strong>Remote Work Option</strong>: Yes<br><br><strong>Responsibilities</strong>:</div><ul><li>Provide efficient customer support via telephone, email, and online modes of communication</li><li>Resolve customer’s issue by identifying problems, researching answers, and guiding customer through appropriate processes</li><li>Educate and orientate customer on functionality of the software</li><li>Work well with partnering companies to resolve support requests</li></ul><div><br><strong>Qualifications</strong>:</div><ul><li>Use of proper phone etiquette</li><li>Ability to speak and write clearly and accurately</li><li>Demonstrated proficiency in typing and grammar</li><li>Effective listening skills</li><li>Strong problem-solving skills</li><li>Willingness to work well with other team members</li><li>Multi-tasking capabilities</li><li>Computer proficiency required</li><li>General knowledge of Microsoft Excel</li></ul>

Customer Support Representative

<div><strong>Purpose of Mountain Christian Church</strong></div><div>To make disciples, more and better disciples</div><div>&nbsp;</div><div><strong>Goal for Mountain Staff</strong></div><div>To have a team that is good at what they do, loves what they do, and loves the people they’re doing it with.</div><div>&nbsp;</div><div><strong>Purpose of the role</strong></div><div>To use Mountain’s digital platforms to attract prospective guests and keep attenders connected, informed, challenged and inspired by what God is doing at Mountain.</div><div>&nbsp;</div><div><strong>Principle Function</strong></div><div>To serve as the point of contact among the Digital Team, manage the flow of digital content, support the Digital Outreach Director and contribute to the efficiency of the Team by providing personalized and timely support.&nbsp;</div><div><br>This position is a full-time position that works 40 hours per week and is classified as an exempt position.&nbsp; &nbsp;<br><br></div><div><strong>Role Level</strong></div><div><strong>Team Member</strong> (a person who leads themselves and potentially volunteers)</div><div><br></div><div><strong>Role Association</strong></div><div><strong>Ministry Support Team</strong>, serving broadly in support of all campuses.</div><div><br></div><div><strong>Competencies</strong></div><div>All Team Members should be able to:</div><ul><li><strong>Communicate well.</strong> Communicate well in both writing and speech across multiple organizational levels.</li><li><strong>Use technology effectively. </strong>Use core technology systems and program used by the church (including but not limited to Microsoft Office)</li><li><strong>Execute ministry.</strong> Perform the most basic forms of ministry within your ministry context/area.</li><li><strong>Manage work effectively.</strong>&nbsp; This person must be able to make steady progress on long-term goals while simultaneously managing various short-term concerns. Must effectively manage the tensions between “urgent” &amp; “important,” tasks &amp; relationships.</li></ul><div><br>As a leader of volunteers, this person should be able to:</div><ul><li><strong>Develop people.</strong> This person must create an environment of high invitation and high challenge where those under their leadership are supported, valued, equipped, and called forward in their discipleship journey and vocation.</li><li><strong>Build teams.</strong> Invite, assimilate, equip, edify, and transition people into meaningful ministry roles. This requires the ability to delegate.</li><li><strong>Lead from here to there. </strong>This person must be able to see a vision of where the team needs to go, assess the reality of the current situation, and make and execute a plan to get from where we are now to where we want to be. This requires problem solving, creativity, strategic thinking, managing change, risk-taking, care for people, and wisdom.</li><li><strong>Identify &amp; communicate ministry-specific values/vision/processes/systems.</strong> The leader must establish direction and goals for their specific ministry and create the structures that help support the vision and its execution. This requires critical thinking across micro and macro levels of the ministry to create processes to make ministry happen.</li><li><strong>Evaluate &amp; improve.</strong> Evaluate all aspects of ministry, systems and staff and give edifying feedback that leads toward improvement. This includes conducting staff performance evaluations.</li><li><strong>Deal with conflict &amp; lead through tension. </strong>This person must have a keen sense for when something is “off” or “smells funky” and be willing to engage. They should have a knack for diffusing tension, helping people refocus on what matters, and building unity amidst a diversity of people. This person must protect the mission from conflict and tension that sap energy and distract from the main thing.</li><li><strong>Manage ministry budget &amp; allocate resources.</strong> Manage and allocate financial and human resources within boundaries.</li><li><strong>Stay organized. </strong>This is a multi-faceted position that demands multi-tasking.&nbsp; This person must be able to prioritize and manage time and resources well.</li></ul><div><br>The following competencies are specific to this role:</div><ul><li><strong>Goal Setting</strong>. This person can set clear objectives to reach desired outcomes that leverage the church’s digital marketing efforts. &nbsp;</li><li><strong>Social Media Savvy</strong>. This person demonstrates creativity and documented immersion in social media.</li><li><strong>Marketing</strong>. This person has familiarity with and can execute digital marketing strategies.&nbsp;</li><li><strong>Creative Writing</strong>. This person displays the ability to effectively communicate information and ideas in written and video format for content across digital platforms.</li><li><strong>Technical Understanding/Learning</strong>. This person makes evident good technical understanding and can pick up new tools quickly (social media tools, blogging platforms, CMS).&nbsp;</li><li><strong>Customer Service</strong>. This person demonstrates winning social customer service techniques such as empathy, patience, advocacy and conflict resolution. They also possess great ability to identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues.</li></ul><div>&nbsp;</div><div><strong>Responsibilities</strong></div><div>As a leader of volunteers, this person is responsible for:</div><ul><li>Excellent communication with their team members, casting vision, clarifying expectations, measuring progress, cultivating culture, setting and accomplishing goals, maintaining alignment with the mission and values, and developing the people in their area.</li></ul><div><br>More specifically, this person’s responsibilities are as follows:</div><ul><li>Effectively minister to people in digital space and through digital means, in partnership with the Digital Outreach Director, through the implementation of a weekly content strategy to bring the digital conversation, website, social media, podcast, the Mountain app and others together.</li><li>Connect with Mountain’s key digital audiences through targeted and creative social media efforts across Mountain’s social platforms.</li><li>Help people take next steps in their faith journey by working in collaboration with Digital Team to respond in a timely manner to digital connection points, including (but not limited to) messenger and chat features for Google, Facebook, Instagram, YouTube as well as website messenger and Gloo texting platform.</li><li>Streamline communication for digital projects across all ministry areas by effectively managing digital projects, including content submission, deadlines and ensuring goals are being met.</li><li>Understand Mountain’s digital audience by working closely with the Digital Outreach Director and Digital Analyst to analyze insights across Mountain’s digital platforms, including social media, website, app and texting platforms among others.</li><li>Connect Mountain’s digital presence with its target audience through creative content generation, including graphics, photos, video and other media.</li><li>Support the Digital Outreach Director in leading the Media Difference Maker Team.</li><li>Fulfill other responsibilities and tasks as assigned.</li></ul><div>&nbsp;</div><div><strong>Hours/Compensation/Benefits</strong></div><ul><li>Full-time:&nbsp; 40 hrs per week</li><li>Location: Primarily Mountain Center at Mountain Road Campus, with some travel to Mountain Christian Church campus locations around Harford County</li><li>Pay Range: to be discussed upon inquiry; based upon experience</li><li>Benefits: Paid vacation, sick, and holiday time off</li></ul>

Project Manager

<div><strong>Description<br></strong>Servant Keeper reduces administrative burden for church &amp; non-profit leaders, enabling them to more meaningfully know and connect with their members.&nbsp; We are growing rapidly with an aim to be the go-to church management software and payments solution for small &amp; medium-sized churches and non-profits through innovative tailor-built features addressing the most critical user needs, above-and-beyond customer sales and support experiences, fair pricing, strong product reputation with extensive market visibility, and a highly capable and purpose-driven team.&nbsp; We are tight-knit and supportive, while accountable for doing everything we can to better serve our purpose.<br><br>Help Desk Agent team members for Servant Keeper are driven to ensure the success of our customers. They are willing to go the extra mile to ensure that every single customer they interact with receives quick solutions to their problems. Help Desk Agents are responsible for providing exceptional customer service, primarily over the phone, to our customers. The Help Desk Agent will assist customers by providing accurate product information and addressing questions or concerns in a helpful and professional manner. This position deals front line with customers and must always represent the company and our customer service philosophy with the utmost integrity.<br><br><strong>Requirements</strong>&nbsp;</div><ul><li>Extremely detail oriented Excellent verbal and written communication skills.</li><li>Ability to sit or stand for extended periods.</li><li>Must be results-oriented, creative, energetic, and possess a strong phone presence.</li><li>Ability to work independently and solve problems.</li><li>Excellent organizational skills.</li><li>Ability to multi-task, prioritize, and manage time effectively.</li><li>Is familiar with basic computer operations, Microsoft Windows &amp; Office applications.</li><li>Will provide exceptional customer service via:<ul><li>on the phone</li><li>live chat</li><li>email Troubleshoot the customers issue with all tools at your disposal</li></ul></li><li>Maintain a positive professional attitude when interacting with all customers and co-workers</li></ul><div><br><strong>Benefits (for full time agents):</strong></div><ul><li>Competitive Medical, Dental, and Vision insurance</li><li>HSA and FSA options</li><li>Short and long-term disability</li><li>Vacation and Sick time accrual / Paid Time Off&nbsp;</li><li>401(k) plan</li></ul>

Help Desk Agent

<div>Since 1978, ACS Technologies (“ACST”) has served the faith-based community, building software to help ministries lead with less stress and more accuracy. ACST enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry but we've got more work to do, and we need the right talent on board to help with our mission of serving churches with tomorrow's technology.<br><br></div><div>The Customer Success Manager or as we like to call it at ACST, the Ministry Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the products and services they receive and to improve upon areas of dissatisfaction.<br><br></div><div>As a Ministry Success Manager, you'll oversee strategic, proactive account management and customer operations and help develop practices to ensure ACS Technologies' (ACST) ability to serve our customers at scale. You will be part of a team of professionals striving to drive customer success, increase the use of our solutions, help customers find value in their subscriptions, and ensure customer retention.<br><br></div><div>This position requires a driven and talented professional with strong proactive outreach capabilities, a collaborative work ethic, a self-starter with solid problem-solving skills, and a positive and professional demeanor.<br><br></div><div><strong>What You’ll Do:</strong></div><ul><li>Understand unique needs and coordinate customer care for the Catholic Archdioceses, Dioceses, and Parishes in your Book of Business.</li><li>Proactive phone outreach to existing customers in your account list (Book of Business).&nbsp;</li><li>Identify cross and upsell opportunities for the sales team while maintaining the trusted advisor relationship with customers.</li><li>Document sales leads and opportunities to engage sales process for demos or purchase of add on products.&nbsp;</li><li>Perform Account Management responsibilities for a large number of accounts in your BoB.</li><li>Proactively works to help customers realize increasing value in the solutions they use, and to continually use them deeper, smarter, and more effectively.&nbsp;</li><li>Relentlessly improves client retention for ACST through the development and growth of personal, business, and ministry relationships with customers.</li><li>Provides a world-class customer experience and helps drive ongoing engagement strategies and dependencies on our product and services.&nbsp;</li><li>Serves as the voice of the customer internally, promoting continual improvement.</li><li>Drives customer satisfaction to support renewals.&nbsp;</li><li>Reports and improves key Ministry Success team metrics, company-wide.</li><li>Coordinates with internal stakeholders in supporting customer needs.</li><li>Helps cultivate customers as references and case studies and partners with other teams to continually improve their customer experience.</li><li>Recommends Ministry Success strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.</li><li>May be scheduled to serve in support of after-hours phone support rotation as required. This involves being on-call for customer support calls after hours and over weekends.</li></ul><div><br><strong>What We’re Looking For:</strong></div><ul><li>An understanding of metrics: know what drives your customer's ministry decisions and how it affects ACST partnership.</li><li>Must possess a deep understanding of the Customer Success process, and proactive customer management skills.</li><li>Must have experience working within or with Catholic church</li><li>Must possess a deep understanding of the Catholic faith, beliefs, terminology and unique aspects of their financial processes, tracking of sacrements, and other key processes.&nbsp;</li><li>Experience using Totango or similar Customer Success platforms.</li><li>Experience using Salesforce or similar Customer Relationship Management platform.</li><li>Experience working in a Software as a Service (SaaS) environment.</li><li>Experience working in ACST’s solutions is a strong plus.&nbsp;</li><li>Strong preference for candidates with Ministry Platform and Realm experience (either as end user, administrator or trainer/implementation consultant).</li><li>Experience assisting large complex customers deploying SaaS solutions.&nbsp;</li><li>Should possess a solid process-building mindset.</li><li>Ability to multi-task and balance competing priorities in daily work.</li><li>Project management experience, using tools and communications to manage large projects.</li><li>A passion for delivering customer satisfaction.</li><li>Excellent analytical, critical thinking, and problem-solving skills.</li><li>Proficiency in written and verbal English.</li></ul><div><br><strong>Why You Want to Work Here:</strong></div><ul><li>Outstanding benefits package, including 6% 401(k) match</li><li>Free Wellness Clinic staffed by a Nurse Practitioner</li><li>A caring, friendly work environment&nbsp;</li><li>The opportunity to positively impact ministries</li></ul><div><br>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div>

Customer Success Manager - Catholic Focus

<div><strong>About us</strong></div><div>CallHub is a leading communications platform. We help political campaigns, nonprofits, advocacy groups, and businesses seamlessly interact with their audiences worldwide.</div><div>Building and maintaining strong relations with your audience is the key to an organization's success. CallHub's comprehensive suite of communication tools helps facilitate this.</div><div><br><strong>About the role</strong></div><div>CallHub is proliferating and seeking a Product Support Engineer to join the Customer Support team. Responsible for delivering unparalleled field support to external CallHub customers. This role will partner with various product, technical support, engineering, and sales teams at CallHub. The ideal candidate is a strong communicator, can process data quickly, and has a sharp attention to detail.</div><div>You’ll be part of our Customer Support team, consulting our clients in troubleshooting, resolving all technical inquiries and bug fixes, and leading clients to utilize our platform optimally. Ultimately you’ll be ensuring the technical health of our client portfolio.<br><br></div><div><strong>What Makes You The Right Fit</strong></div><ul><li>&lt; 3+ years of professional experience in a customer-facing product support role</li><li>Bachelor's degree</li><li>Ability to communicate constructively and candidly</li><li>Curious-minded &amp; natural problem solver</li><li>Flexible to work in the night shift</li><li>Experience with technical support CRM systems ( Zendesk, Jira, etc.)</li><li>Ability to communicate with customers by email and phone</li><li>Investigation and diagnostic skills</li><li>Customer-focused attitude who enjoys working in a fast-paced environment</li><li>Ability to write Self-help articles</li><li>Willingness to work hours as needed to support our customers.</li><li>Experience with web domain, Zapier &amp; Rest APIs would be a great addition</li><li>Understanding of software change management.</li><li>Conceptual knowledge of SaaS</li></ul><div><br><strong>Key Responsibilities</strong></div><ul><li>Provide technical support for the CallHub application, including diagnosing and resolving complex issues and escalating as required.</li><li>Collaborate with customers and internal stakeholders to identify and resolve application-related problems.</li><li>Develop and maintain strong working relationships with key customers, understanding their business processes and requirements to ensure solutions meet their needs.</li><li>Work closely with development teams to ensure applications are deployed, configured, and maintained according to best practices and customer requirements.</li><li>Provide feedback to internal teams on customer issues, product features, and system improvements.</li><li>Develop and maintain technical documentation, including procedures and training materials.</li><li>Mentor and coach junior team members, providing guidance on technical issues and helping them to develop their skills and expertise</li><li>Participate in on-call support rotation, including occasional weekends and evenings.</li><li>Team player and collaborate across the functions to develop personal skills through knowledge sharing and learning from others.</li><li>Adhere to customer-focused strategies to achieve business objectives and maintain high levels of customer satisfaction.</li><li>Meet personal and customer service team targets, including AFRT, resolution time, number of tickets closed, and CSAT.</li><li>You will handle billing tasks, such as invoicing and credits, refunds, and agent count adjustments.</li></ul><div><br><strong>Ideal Approach at CallHub</strong></div><ul><li><strong>Start with Excitement: </strong>Put your full energy into what you are doing<strong>. </strong>It will be like the first sprint of a relay race.</li><li><strong>Drive until success:</strong> We want everyone to feel empowered to go beyond their job description. Be the decision maker until you ensure success for customers.</li><li><strong>Build trust through transparency: </strong>We value authenticity towards our customers and each other. Always do the right things; no exceptions here.</li><li><strong>Keep balance: </strong>To grow successfully, we need a balanced ecosystem of work and personal time ecosystem. So feel free to shout out when you feel exhausted or take off.</li><li><strong>Always learning: </strong>As a company, we take time to learn new things, uncover insights, and ask questions.</li><li><strong>Fun together: </strong>We foster a fun environment for our team members. Please don't hesitate to joke, make people laugh, and do storytelling on the floor.</li></ul>

Senior Product Support Engineer Level II

<div>Do you have experience working with church software and do you enjoy showing people how it works? If so, great!&nbsp;<br><br></div><div>We’re looking for a remote, full-time Customer Success Specialist who can help develop our growing Customer Success team while helping customers along the way.&nbsp;</div><div><strong><br>About the role:</strong><br>The Customer Success Specialist will provide direct support to our customers via chat, phone and email. The Ideal candidate has or has had experience working with church specific software tools and experience working within a local church. The ability to learn and educate others on software tools is a must.</div><div><em><br>This is a remote position with mandatory work hours of 9 AM – 6PM ET, Monday through Friday.<br></em><br></div><div><strong>What you will do:</strong></div><ul><li>Provide direct support to customers (chat, phone &amp; email).</li></ul><div><strong><br>Ideal candidate qualities include:</strong></div><ul><li>Experience working with church database software</li><li>Enjoys technology</li><li>Strong reading comprehension skills</li><li>Strong communication skills (ability to convert technical language to plain English and vice versa)</li><li>Pleasant demeanor</li><li>Can work independently</li><li>Strong desire to learn and grow</li></ul><div><br>*This is a Remote position.<br>Employees must have a reliable internet connection. Tasks will be performed on a company issued computer, using your personal internet connection.</div><div><strong><br>Expectations</strong></div><div>The Customer Success Specialist is expected to perform the tasks outlined below.</div><div><strong>PROVIDE DIRECT SUPPORT TO CUSTOMERS (CHAT, PHONE &amp; EMAIL)</strong></div><div><br>Chat Support Expectations:</div><ul><li>Respond within 2 minutes of customer inquiry even if it is just acknowledging the customer and asking them to “hold momentarily.”</li><li>Point customers to appropriate Help Articles.</li><li>Provide screenshots and explanations to customers when a Help Article has not been written.</li><li>Listen attentively to customer questions/concerns and respond accordingly to what they are needing.</li><li>Answer every question asked by the customer and offer alternative solutions within the system when what they want isn’t currently possible but a good alternative exists</li><li>Document feature requests in Jira and follow up with customers as those features are implemented (if applicable)</li><li>Elevate customer inquiries to Tier 2 support when necessary.</li><li>Collect necessary information for Tier 2 agents to answer inquiries. Tier 2 support is anything requiring assistance from a developer (bugs, etc.)</li><li>Write “Macros” as needed.&nbsp; Macros are stock responses to commonly asked questions.</li></ul><div><br>Phone Support Expectations:</div><ul><li>Answer all incoming calls during support hours.</li><li>Provide necessary support and write notes in CRM as needed. &nbsp;</li><li>Respond to support related voice messages within the same day or next day if message is left after support hours.&nbsp;</li></ul><div><br>Email Support Expectations:</div><ul><li>Respond within 2 hours to customers sending support inquiries via email outside of Intercom.</li></ul><div><strong><br>Pay Rate</strong><br>$40,000 – $45,000 annually<br><br></div><div>The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.<br><br></div><div>Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.</div>

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