Client Support Specialist
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.
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.
Available Location: Alpharetta, 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
The Client Support Specialist is the main point of contact for Shelby Systems' customers. They manage all front-line support services, provide knowledgeable feedback and resolution, deliver thoughtful/courteous customer service, and prepare and document all details of customer inquiries thoroughly/completely.
Functions as the Shelby Systems' Software expert.
Provides quality customer service to all Shelby Systems' Customers; Internal and External.
Handles customer telephone calls, chats, emails, and voicemails concurrently.
Able to empathize with customer concerns and have a focus on providing prompt and accurate solutions.
Delivers accurate and appropriate responses in a patient and courteous manner.
Maintains cooperative working relationships with customers, coworkers, Team Leads, and Management.
Analyzes and evaluates programs, products, and/or systems to support and resolve customer inquiries.
Maintains complete and accurate records of time worked, problems reported, services performed, and software modifications requested.
Tracks and documents all customer correspondences by using Zendesk.
Escalates complicated issues or programming feature requests to a Team Lead while serving as the owner of the inquiry until completion.
Performs testing for potential program errors.
Who you are
Experience with Microsoft SQL Server, relational databases, website development, and/or computer networking preferred, but not required.
Experience with Zendesk preferred but not required.
Must have a strong, can-do commitment to delivering excellent customer experiences.
A general understanding of basic Accounting is preferred but not required.
Must have an advanced understanding of basic Computer Principles.
Must be able to work independently with limited supervision.
Must have excellent communication, organization, time management, and people skills.
Bachelor's Degree preferred or equal training and work experience.
1 to 2 years of Computer Help Desk Experience or Technical Support Experience required.
2 to 4 years of Customer Service Experience preferred.
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 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.