Platform Support Specialist
About The Position
The Platform Support Specialist plays a vital role in ensuring CarePortal users—both internal team members and external partners—are supported, equipped, and empowered to use the platform effectively. This role serves as a trusted first point of contact for technical and platform-related inquiries, providing timely, thoughtful, and solutions-oriented support that helps colleagues, churches, agencies, and community partners thrive. A successful Platform Support Specialist loves helping people, excels at multitasking, and is highly attuned to business processes and evolving needs. They respond to support requests across multiple channels, troubleshoot issues, and submit detailed tickets to the development team while identifying trends and opportunities for platform improvement. This role also contributes to ongoing technology innovation by testing new features, documenting feedback, and proactively sharing insights with the broader team. In close collaboration with the Global Ministry Support (GMS) team, field teams, and support leadership, the Platform Support Specialist strengthens the overall CarePortal experience by improving platform reliability, usability, and adoption—supporting the mission of connecting children and families in crisis with caring communities.
Requirements
- Demonstrated technical and database skills in Microsoft and Google office software
- Passionate about empowering local churches to care for children and families in crisis
- Commitment to GO Project’s Mission and Core Values
- Creative and efficient problem solver
- Clear sense of calling to this role in this organization
- Demonstrated record of operational effectiveness achieved through collaboration
- Effective communicator and contributor in team environments
- Strong time management, written, and organizational skills
- Willingness to give and receive feedback and direction
- Strong desire to serve others and help them succeed
Nice To Haves
- Prefer 1+ years of experience in customer service or technical support
- Prefer experience with Zendesk or an equivalent ticketing system
Responsibilities
- Contribute to ongoing technology innovation
- Support the Global Ministry Support (GMS) team
- Proactively contribute to the overall improvement of CarePortal
- Submit issues to the development team using our internal ticketing system
- Respond to general inquiries for support from any CarePortal user via Zendesk tickets, email, or phone call
- Test new platform features and document feedback
- Identify and communicate trending issues to the Support Manager Field Team
- Ongoing support of the CarePortal field team to improve their effectiveness
- Support Implementing Partners and Agencies to improve their effective use of the platform as needed
- Support CarePortal Churches and Community Champions to assist them in responding & meeting requests
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
