The Role
The Client Support Specialist will provide technical support, manage customer inquiries, and assist in troubleshooting and issue resolution for various products, while maintaining high communication standards.
Summary Generated by Built In
Ministry Brands is looking for a Client Support Specialist to join our growing team!
Who We Are
Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.
Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.
Available Location: Alpharetta, GA
Hybrid Working: In this role, you will split your time between working at the designated company office in Alpharetta, GA for a minimum of 3 days per week and will work remotely from your home address up to 2 days per week. Any changes to these work locations must follow the appropriate process as outlined in our handbook.
What You’ll Do
Customer Support & Communication
- Provide user support to improve the experience of customers and/or end‑users of assigned product(s).
- Provide timely responses to customer service inquiries via product ticket system, emails, live chat, and phone calls.
- Work with customers to identify and replicate errors and defects through various communication methods to ensure resolution.
- Explain complex concepts and technical knowledge in simple terms to less technical individuals.
Issue Management & Escalation
- Identify recurring service requests in your support specialty and offer knowledge base articles or alternative solutions to reduce ticket volume.
- Create and review tickets for proper routing.
- Discern appropriate resolution and escalation paths; evaluate, document, and escalate technical issues, product bugs, or data concerns for further research.
Subject Matter Expertise & Knowledge Sharing
- Function as the subject matter expert in the product(s) and related systems, ensuring comprehensive client support.
- Maintain in-depth knowledge of products and stay up to date with ongoing product releases.
- Assist in performing testing for potential platform errors.
- Create and run preliminary data fixes, updates, or changes.
- Assist the Development/Product Teams (when needed) in discussing and testing issues, product bugs, or data concerns.
Operational Excellence & Additional Responsibilities
- Adapt, change, and overcome circumstances with a positive attitude and strong work ethic.
- Express empathy and remain calm and composed in challenging situations.
- Take personal ownership on support issues or assist colleagues with tasks, as needed.
- Provide weekend support when required.
- Maintain a high level of professionalism with internal and external stakeholders to build positive rapport.
- Update customer information in the service database during each call.
- Work with the leadership team to stay updated on product knowledge, internal processes, and changes in company or departmental policies.
- Collaborate on and contribute to additional tasks assigned by management.
- Initiate and/or contribute to conversations and tasks related to the team’s operational improvement.
- Ensure that all activities meet or exceed established SLAs and metrics.
Who You Are
Experience & Educational Background
- 1+ years of related experience in a client-facing technical customer support role
- High school diploma or equivalent
Technical & Operational Proficiency
- Demonstrate industry-specific system knowledge.
- Have a demonstrated ability to learn and understand ticketing software applications.
- Translate end‑user language to technical resource jargon and vice‑versa.
- Be proficient in Office 365 (Microsoft Word, Excel, PowerPoint, Outlook, Teams).
- Possess working knowledge of phone queue systems.
- Show comfort working with SaaS‑related technology.
- Be able to organize work using online scheduling software, including Microsoft tools such as Teams, Outlook, and SharePoint.
Additional Skills & Qualifications
- Demonstrate excellent time‑management and listening abilities.
- Be capable of clearly describing technical details in emails, chats, and calls.
- Exhibit excellent verbal and written communication, organizational, and follow‑up skills.
- Possess an extensive understanding of basic computer principles.
- Familiarity with Agile Methodology is a plus.
- MySQL certification or experience is a plus.
- Prior experience with web technologies, domain management, and DNS configurations is a plus.
Benefit offerings designed to promote a life of balance!
At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.
Robust healthcare options – Options include a plan that is 100% covered by Ministry Brands for employee only coverage as well as a generous HSA contribution by the company. Employees have several healthcare options to choose from in order to find what works best for them.
Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.
Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Top Skills
Dns Configurations
MySQL
Office 365
SaaS
Ticketing Software
Web Technologies
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The Company
What We Do
We help more than 90,000 purpose-driven organizations grow and amplify their impact on the world by providing transformative technology and services that enable organizations to grow, protect and engage their communities.
Our solutions equip clients to engage members and donors, manage fundraising and giving, plan events, run background checks on employees and volunteers, and more.
Together, our nearly 700 team members help organizations transform how they operate and create positive ripple effects that drive the real human impact we all strive to see
