Ministry Brands · 3 hours ago
Client Support, Technical Lead
US-Alpharetta, GA
Full-time
Hybrid
Mid, Senior Level
3+ years expMinistry 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. They are seeking a Client Support, Technical Lead to provide user support, resolve client issues, and lead support teams while maintaining in-depth product knowledge.
Software
Responsibilities
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, as needed, via product ticket system, emails, LiveChat, and phone calls
Work with customers, as needed, to identify and replicate errors and defects through a variety of communication means to ensure resolution
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
Discern appropriate resolution and escalation paths
Identify issues that require Development or Product Staff involvement
Meets or exceeds all established SLAs and Metrics
Resolve more complex client issues requiring detailed systems and applications knowledge that have been escalated from Level 1 or Level 2 Support agents
Take lead role in creation of internal knowledge base and process documentation
Assist in performing testing for potential platform errors
Maintains in-depth knowledge of our products and stays up-to-date with ongoing product releases
Aid in training Level 1 and Level 2 Support agents, serving as mentors on systems, issues, and platform bugs
Function as the platform/system subject matter expert
Create and run preliminary data fixes/updates/changes
Act as a liaison with Development/Product Teams, discussing and testing technical issues, product bugs, or data issues
Adapt, change, overcome circumstances with a good attitude and a strong work ethic
Express empathy and remain calm and composed in challenging situations
Take lead on support issue or lead support agents on a task, if needed
Qualification
Required
3+ years of related experience in a client-facing technical customer support role
High school diploma or equivalent, or an equivalent combination of education and experience
Advanced industry-specific system knowledge
Translate end-user to technical resource jargon and vice-versa
Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook, Teams
Working knowledge of phone queue systems
Advanced understanding of basic computer principles
Excellent verbal and written communication, organization, and follow-up skills
Excellent time-management and listening
Clearly describe technical detail in emails and calls
Preferred
MySQL certification or experience, a plus
Comfort level working with SaaS-related technology, a plus
Familiarity with Agile Methodology, a plus
Prior experience with web technologies, domain management, and DNS configurations, a plus
Benefits
Robust healthcare options
Flexible paid time off
Paid parental leave
Mental health support
Professional development reimbursement
Employee Recognition & Rewards
Company
Ministry Brands
Ministry Brands is a family of Christian software companies across North America
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Insight Partners
2021-12-30Acquired
2017-01-01Series Unknown
2015-10-31Series Unknown
Leadership Team
Chris Bacon
Chief Executive Officer
Recent News
2025-08-08
Company data provided by crunchbase