Customer Tech Solution Representative

Customer Tech Solution Representative

Join the The First Church of Christ, Scientist and help customers experience the best support for Christian Science Publishing Society and The Mother Church products.

This role handles email and phone support for customers of the Customer Care Center (CCC), working independently with a team dedicated to delivering friendly, solution‑oriented service that reinforces loyalty and appreciation for The Mother Church and CSPS.

• Provide first‑class customer service in all interactions.
• Diagnose and resolve technical issues for e‑titles, digital products, and access problems.
• Respond to emails and calls in a timely, quality‑focused manner.
• Initiate calls when needed to guide customers through troubleshooting and navigation of self‑service portals.
• Deal with technical queries related to cookies, login issues, mobile devices, eReaders, podcast playback, and both Mac and PC platforms.
• Understand subscription accounts and process transactions accurately.
• Leverage in‑depth knowledge of TMC & CSPS products and events to communicate and up‑sell to customers.
• Work efficiently with 3–5 complex fulfillment systems and maintain careful order processing.
• Support calls from Reading Rooms and help ordering or business‑needs inquiries.
• Actively propose process improvements and adopt changes swiftly.
• Provide backup for CCC leads and supervisors when required.
• Collect and communicate customer feedback to CCC leadership.

• Bachelor’s degree or equivalent professional experience. Preferred 2–4 years of writing and customer‑communication work.
• Excellent written and verbal communication skills; strong problem‑solving and technical support experience.
• Proficiency with modern computer technology and the ability to learn new systems quickly.
• Knowledge of customer‑service principles and applications.
• Experience with systems such as Salesforce, Enterprise, CDS Fulfillment, iContact, Marketing Cloud, and eZ Publish is helpful.

The role will learn multiple systems through training, including Sales Force, Enterprise, CDS Fulfillment, iContact, Marketing Cloud, eZ Publish, and Google Docs.

Primarily in‑office at The Mother Church in Boston, MA. Remote work for up to one year is possible.

Membership in The Mother Church is required.

$29.48 – $38.32 per hour.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.