Client Support Specialist

Overview

Ministry Brands is looking for a Client Support Specialist to join our growing team. We are 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 and have over four decades of experience helping organizations transform digitally.

Available

Location:

Milton, GA. Hybrid working: team members are expected to come into the Alpharetta office as needed based on business requirements and team collaboration needs. Attendance is determined by project demands, meetings, and manager guidance. Any changes to your primary work location should follow the process in the handbook.

• Provide user support to improve the experience of customers and end-users of assigned product(s).
• Respond promptly to customer service inquiries via ticket system, email, Live Chat, and phone.
• Identify and replicate errors and defects and coordinate resolution with customers through clear communication.
• Evaluate, document, and escalate technical issues, product bugs, or data concerns for further research.
• Identify recurring service requests and offer knowledge base articles or solutions to reduce ticket volume.
• Create and review tickets for proper routing; submit up-sell and cross-sell leads where appropriate.
• Maintain professionalism and positive rapport with internal and external contacts.
• Update customer information in the service database during each interaction.
• Stay updated on product knowledge and internal processes; be informed of changes in company/department policies.
• Collaborate on additional tasks and contribute to operational improvements.
• Explain complex concepts in simple terms to less technical audiences; act as a Subject Matter Expert for products and client-facing experiences.
• Maintain in-depth knowledge of products and stay current with releases.

• 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).
• Ability to learn and use ticketing software; translate end-user language to technical terminology and vice versa.
• Proficient in Office 365 (Word, Excel, PowerPoint, Outlook, Teams).
• Strong organizational skills and the ability to manage work with online scheduling tools and Microsoft ecosystem.
• Working knowledge of phone queue systems.
• Comfort with SaaS-related technology; ability to meet or exceed established SLAs and metrics.
• Excellent verbal and written communication, organization, and follow-up skills; strong time management and listening abilities.

• Robust healthcare options with multiple plans.
• Flexible paid time off (PTO), vacation, and up to 80 hours of paid sick and safe leave; up to 11.5 paid holidays.
• 401(k) with company match (dollar-for-dollar up to 3%), plus additional employer contributions.
• Paid parental leave; support for new parents.
• Mental health support via Employee Assistance Program, with access to counseling.
• Professional development reimbursement for continuing education and career growth.
• Employee recognition through Nectar platform for kudos and rewards.

Ministry Brands is an Equal Employment Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability, or other legally protected characteristics. We are committed to creating an environment where every individual’s strengths are valued and everyone has equal opportunity to be heard.