Quality Analyst, Technical Support

Ministry Brands is looking for a Quality Analyst, Technical Support 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.

What You'll Do

As the Quality Analyst, Technical Support, you will play a key role in supporting our customers’ use of the DataDivers systems and APIs. This will require you to learn our systems and the variables that go into the data product. In addition, you’ll provide support and quality assurance services to the internal data teams to ensure our data is compliant and as accurate as possible. To achieve these goals, you’ll need to have a basic understanding of SQL databases/queries and good customer service skills (both oral and written).

Key Responsibilities

• Managing customer technical support issues relating to search data and services using the ZenDesk helpdesk system
• Writing and maintaining documentation about the systems and updating with current processes and procedures
• Analyzing internal data sets for completeness and accuracy using SQL queries and procedures
• Receiving and processing customer dispute requests (changes to court records and/or expungements)
• Review and extract relevant information from court documents and orders to ensure data accuracy and completeness
• Other tasks assigned by the business

Who You Are

• High School Diploma or an equivalent combination of education and experience
• Associate's degree in criminal justice, computer information systems, or a related field, preferred
• Minimum of 1 year of experience in customer support or database administration, or related fields
• Experience with SQL Server and writing queries to insert, update, and delete data
• Basic understanding of the United States court system and procedures
• Excellent verbal and written communication, organization, and follow-up skills
• Ability to translate technical terminology into information customers can relate to

Physical Considerations

• Ability to work in a general office environment or remotely
• Ability to handle extended periods of computer-based work, including telephone

Travel Considerations

• Domestic and/or international travel required, estimated up to 5%

Benefit offerings designed to promote a life of balance!

At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.

Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.

Flexible paid time off – There is no perfect, one size fits all balance between work and home. 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!

Paid parental leave – Adding a new child to the family is a big adjustment! 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.

Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.

Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.

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.

Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.