Technical Support Specialist

Job Description

Technical Support Specialist

Please submit your application at: https://ecatholic.bamboohr.com/careers/5

About the Role

At eCatholic, we don't just resolve tickets; we empower the Church through technology. We are looking for a Technical Support Specialist to join our 100% remote team. This isn't a "churn through the queue" role. We need a proactive problem-solver who can navigate the technical nuances of our Engagement Platform while providing a "WOW" experience on every interaction.

You will be the face (and voice) of eCatholic across our three main channels: Email, Phone, and Live Chat. Beyond troubleshooting, you will act as a guide-identifying opportunities where a customer could be using our tools more effectively and providing the "extra mile" insights that help them succeed before they even realize they need the help.

This role lives in the Support organization and reports to eCatholic's Director of Customer Success.

What You'll Be Doing

- Master the Product: Become a technical expert in the eCatholic ecosystem: websites, church database, payments, live streaming, group messaging.
- Human-First Support: Provide incredibly well-written, empathetic, and clear support via email and chat, and lead confident, helpful conversations over the phone and, on occasion, on Zoom.
- Practice "Total Support": When a client reaches out, you don't just fix the surface issue. You look at their account holistically to ensure they are set up for long-term success.
- Translate "Tech" to "Church": You'll distill complex technical concepts into simple, actionable steps for parish administrators and volunteers who may not be tech-savvy.
- Improve the System: You won't just fix a problem; you'll ask, "How can we stop this from happening again?" You'll contribute to our Help Center and work with our product teams to improve the user experience.

About You

- You are an impeccable writer. You believe that "brevity is the soul of wit." You can explain a technical workaround with warmth and clarity, making the person on the other end feel seen and supported.
- You are "Technical Plus." You're comfortable with the "under the hood" stuff (think HTML/CSS, SQL basics, or API integrations) but you never lose sight of the human using the software.
- You understand the Church. You know that a parish office on a Tuesday morning is a busy place. You understand the unique hierarchy, language, and mission of the Catholic Church, and you are driven to serve it.
- You default to action. If the queue is quiet, you don't wait for instructions. You're updating documentation, checking in on a complex case, or learning a new feature.
Bonus Points:
- You have experience in SaaS support. You know how to manage your time in a remote environment and can juggle multiple "irons in the fire" without dropping the ball.
You have used eCatholic software and can confidently teach others how to do the same

Why eCatholic?

We are a 100% remote team driven by trust, excellence, and a shared commitment to the Church. We seek teammates who are intrinsically motivated to "bring it" every day and thrive in a high-output, mission-focused environment. In addition to competitive salaries and comprehensive benefits, we cultivate a culture rooted in prayer and community. We travel together once per year for an in-person retreat, pray together regularly as a team, and prioritize faith and family by closing our operations for the 12 days of Christmas.

Please submit your application at: https://ecatholic.bamboohr.com/careers/5

About the Employer

At eCatholic, we help the Catholic Church embrace technology by creating beautiful, intuitive software that improves communication, simplifies administration, and inspires innovation. We provide excellent service and user experiences to help the Church more effectively spread the Gospel and save souls.