Client Support Specialist

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.

About the role

Team members are expected to come into the Alpharetta office as needed, based on business requirements and team collaboration needs. There is no fixed minimum number of in-office days; instead, attendance will be determined by project demands, meetings, and manager guidance.

Responsibilities

• Provide user support to improve the experience of customers and/or end-users of their 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 a variety of communication means to ensure resolution
• Evaluate, document and escalate technical issues, product bugs or data concerns for further research
• Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
• Create and review tickets for proper routing
• Submit up-sell + cross-sell leads
• Responsible for maintaining a high level of professionalism with internal and external sources and working to establish a positive rapport
• Update customer information in the customer service database during each call
• Work with the leadership team to stay updated on product(s) knowledge, internal processes and be informed of any changes in company/departmental policies
• Collaborate on and contribute to additional tasks assigned by management
• Initiate and/or contribute to conversations and tasks related to team’s operational improvement
• Explain complex concepts and technical knowledge in simple terms to less technical individuals
• Function as a Subject Matter Expert in the product(s) and client-facing experience
• Maintain in-depth knowledge of our products and stay up-to-date with ongoing product releases

Requirements

• 3+ months of related experience in customer service, support, or other customer-facing roles
• High school diploma or equivalent, or an equivalent combination of education and experience
• Demonstrated ability to learn and understand ticketing software applications
• Translate end-user to technical resource jargon and vice-versa
• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook, Teams
• Be able to organize work using online scheduling software, including but not limited to the use of Microsoft products (Teams, Outlook, SharePoint, etc.)
• Working knowledge of phone queue systems
• Comfort level working with SaaS-related technology, a plus
• Comfortable meeting or exceeding all established SLAs and Metrics

Skills

• Excellent verbal and written communication
• Organization and follow-up skills
• Excellent time-management and listening skills

Benefits

• Robust healthcare options – 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
• 401(k) matching – Ministry Brands matches 100% of your 401(k) contributions, dollar-for-dollar, up to 3%
• 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