Client Support, Technical Lead

Client Support, Technical Lead page is loaded## Client Support, Technical Lead locations:
US-Alpharetta, GAtime type:
Full time posted on:
Posted Todayjob requisition :
R722

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, Live Chat, 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
*…