Digital Products Support Specialist

Job Description

Product Support Specialist (Remote)

Pay: $19 - $23 per hour

Job description:
Diocesan is looking to add a Product Support Specialist to our Digital Products Team. This position is responsible for responding to support cases submitted by our clients via email and phone. This is a full-time, fully remote position, with occasional company-sponsored travel to our Byron Center, Michigan office. Working hours will be 10am-6pm Eastern Time.

Responsibilities:

Serve as a point of contact for technical support issues related to your assigned product area.
Respond via email and phone to customer support cases submitted by clients.
Provide status updates to customers regarding ongoing cases.
Create case tickets for customer tracking in our CRM software.
Participate in weekly support meetings with other team members.
Lead client onboardings and other training-related sessions.
Other tasks as determined.

Skills & Qualifications:

Experience working with church clients preferred.
Ability to demonstrate a "customer first" attitude at all times.
Experience with data entry and ability to work independently on tasks as well as part of a team.
Awareness of Catholic Church terminology and culture is a plus but not required.
Church bookkeeping experience, though not required, would be beneficial for some product areas.
Experience answering phones in a professional setting and identifying and solving problems with clients over the phone, via email, and/or in virtual meetings is required.
Strong verbal and written communication skills.
Strong computer skills and knowledge, including experience with software such as Microsoft Office, Google Suite, database management systems, backend app and website experience, web-based email, and CRM or ticketing software (preferred).
Bilingual (Spanish) is preferred.
Ability to manage multiple tasks at once in a call center setting.
A reliable home workspace with dependable high-speed internet.

Benefits:

Medical and prescription coverage.
401(k) with company match.
Life insurance for self and dependents.
PTO accrual from day one.
Fun, family-run company feel with tremendous opportunity to learn and grow new skills.

Work Remotely:

This position is fully remote. Occasional company-sponsored travel to our Byron Center, Michigan office may be necessary for training, team meetings, or other events. Travel expenses will be covered by the company.

Job Type: Full-time

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Application Question(s): In an email to rhoch@diocesan.com:

Tell me about your experience providing customer support to clients via telephone and email. What does "customer first" mean to you?

Note: If you are within a reasonable commutable distance of Byron Center, Michigan this position will be Hybrid with in-office days Monday, Wednesday and Friday and work from home days on Tuesday and Thursday.

About the Employer

We are the leading provider of Catholic communication solutions, serving the growing needs of the Catholic Church with distinction for over 63 years. With offices in Austin, TX, Orlando, FL, Columbus, OH, Grand Rapids, MI, and Harrisburg, PA, we can provide products to the entire country. Our innovative product line has us poised for even faster growth to serve the changing needs of the Church as it ventures deeper into the digital communications age.