Client Support Specialist

Ministry Brands

Ministry Brands is looking for a Client Support Specialist to join our growing team!

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.

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. 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.

• 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 via product ticket system, emails, Live Chat, and phone calls
• Work with customers to identify and replicate errors and defects through a variety of communication means to ensure resolution
• Evaluate, document and elevate technical issues, product bugs or data concerns for further research
• 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
• Submit up-sell + cross-sell leads
• Maintain a high level of professionalism with internal and external sources and work to establish a positive rapport
• Update customer information in the customer service database during each call
• Work with the leadership team to stay updated on product(s) knowledge, internal processes and be informed of any changes in company/departmental policies
• Collaborate on and contribute to additional tasks assigned by management
• Initiate and/or contribute to conversations and tasks related to the team’s operational improvement
• Explain complex concepts and technical knowledge in simple terms to less technical individuals
• Serve as a subject matter expert in the product(s) and client‑facing experience
• Maintain in‑depth knowledge of our products and stay up‑to‑date with ongoing product 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
• Demonstrated ability to learn and understand ticketing software applications
• Translate end‑user to technical resource jargon and vice‑versa
• Proficient in Office 365 – Microsoft Word, Excel, PowerPoint, Outlook, Teams
• Be able to organize work using online scheduling software, including but not limited to Microsoft products (Teams, Outlook, SharePoint, etc.)
• Working knowledge of phone queue systems
• Comfort level working with SaaS‑related technology, a plus
• Meet or exceed all established SLAs and metrics
• Excellent verbal and written communication, organization, and follow‑up skills
• Excellent time‑management and listening skills

• Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.
• Flexible paid time off – 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.
• Invest in your future – Ministry Brands matches 100% of your 401(k) contributions, dollar‑for‑dollar, up to 3%. Contribute 3% and we add another 3%.
• Paid parental leave – 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.