Client Support, Technical Lead

Ministry Brands • Alpharetta, GA

23h • Hybrid

About The Position

Ministry Brands is looking for a Client Support, Technical Lead 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: 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. Any changes to your primary work location should follow the appropriate process as outlined in our handbook. What you’ll do 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, as needed, via product ticket system, emails, LiveChat, and phone calls Work with customers, as needed, to identify and replicate errors and defects through a variety of communication means to ensure resolution 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 Discern appropriate resolution and escalation paths Identify issues that require Development or Product Staff involvement Meets or exceeds all established SLAs and Metrics Resolve more complex client issues requiring detailed systems and applications knowledge that have been escalated from Level 1 or Level 2 Support agents Take lead role in creation of internal knowledge base and process documentation Assist in performing testing for potential platform errors Maintains in-depth knowledge of our products and stays up-to-date with ongoing product releases Aid in training Level 1 and Level 2 Support agents, serving as mentors on systems, issues, and platform bugs Function as the platform/system subject matter expert Create and run preliminary data fixes/updates/changes Act as a liaison with Development/Product Teams, discussing and testing technical issues, product bugs, or data issues Adapt, change, overcome circumstances with a good attitude and a strong work ethic Express empathy and remain calm and composed in challenging situations Take lead on support issue or lead support agents on a task, if needed Who you are 3+ years of related experience in a client-facing technical customer support role High school diploma or equivalent, or an equivalent combination of education and experience MySQL certification or experience, a plus Advanced industry-specific system knowledge Translate end-user to technical resource jargon and vice-versa Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook, Teams Working knowledge of phone queue systems Comfort level working with SaaS-related technology, a plus Familiarity with Agile Methodology, a plus Advanced understanding of basic computer principles Prior experience with web technologies, domain management, and DNS configurations, a plus Excellent verbal and written communication, organization, and follow-up skills Excellent time-management and listening Clearly describe technical detail in emails and calls 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. 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.

Requirements

• 3+ years of related experience in a client-facing technical customer support role
• High school diploma or equivalent, or an equivalent combination of education and experience
• Advanced industry-specific system knowledge
• Translate end-user to technical resource jargon and vice-versa
• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook, Teams
• Working knowledge of phone queue systems
• Excellent verbal and written communication, organization, and follow-up skills
• Excellent time-management and listening
• Clearly describe technical detail in emails and calls

Nice To Haves

• MySQL certification or experience, a plus
• Comfort level working with SaaS-related technology, a plus
• Familiarity with Agile Methodology, a plus
• Advanced understanding of basic computer principles
• Prior experience with web technologies, domain management, and DNS configurations, a plus

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, as needed, via product ticket system, emails, LiveChat, and phone calls
• Work with customers, as needed, to identify and replicate errors and defects through a variety of communication means to ensure resolution
• 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
• Discern appropriate resolution and escalation paths
• Identify issues that require Development or Product Staff involvement
• Meets or exceeds all established SLAs and Metrics
• Resolve more complex client issues requiring detailed systems and applications knowledge that have been escalated from Level 1 or Level 2 Support agents
• Take lead role in creation of internal knowledge base and process documentation
• Assist in performing testing for potential platform errors
• Maintains in-depth knowledge of our products and stays up-to-date with ongoing product releases
• Aid in training Level 1 and Level 2 Support agents, serving as mentors on systems, issues, and platform bugs
• Function as the platform/system subject matter expert
• Create and run preliminary data fixes/updates/changes
• Act as a liaison with Development/Product Teams, discussing and testing technical issues, product bugs, or data issues
• Adapt, change, overcome circumstances with a good attitude and a strong work ethic
• Express empathy and remain calm and composed in challenging situations
• Take lead on support issue or lead support agents on a task, if needed

Benefits

• 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.

What This Job Offers

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