Client Support Specialist

Ministry Brands is looking for a Client Support Specialist 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. 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. 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 via product ticket system, emails, LiveChat, 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 escalate 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 * Responsible for maintaining a high level of professionalism with internal and external sources and working 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 team's operational improvement * Explain complex concepts and technical knowledge in simple terms to less technical individuals * Function as a Subject Matter Expert in the product(s) and client-facing experience * Maintains in-depth knowledge of our products and stays up-to-date with ongoing product releases Who you are * 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 the use of Microsoft products (Teams, Outlook, SharePoint, etc.) * Working knowledge of phone queue systems * Comfort level working with SaaS-related technology, a plus * Comfortable meeting or exceeding all established SLAs and Metrics * Excellent verbal and written communication, organization, and follow-up skills * Excellent time-management and listening 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! 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%. It's well-earned money working toward your retirement from day one. 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.