Client Support and Training Specialist

Job Description

Position Overview
We are seeking a highly personable, patient, and service-driven Client Support & Training Specialist to join our team. This position serves as the primary point of contact for parishes needing assistance with their weekly bulletin and related online tools.

This is not simply a technical support position. It is a relationship-centered role.

Our clients range from highly tech-savvy individuals to volunteers who may feel overwhelmed by software. The right candidate will be someone who genuinely enjoys working with people of all temperaments, backgrounds, and skill levels.

This is an in-person position, Monday through Friday. Located in our Byron Center, MI office.

What You Will Do
Client Support
-Answer incoming phone calls and emails from parish clients.
-Assist parish staff with questions about sign-in and the use of our website.
-Troubleshoot issues with bulletin-creation software, such as Canva, Affinity Publisher, Microsoft Word, and Publisher.
-Guide clients step-by-step through solutions in a calm and encouraging manner.
-Ensure clients feel heard, respected, and supported.

Training & Guidance
-Provide practical instruction to help clients confidently use various publisher software tools.
-Explain features and workflows in simple, easy-to-understand language.
-Help parishes develop efficient processes for creating and submitting their bulletins.
-Follow up when needed to ensure successful resolution.

Communication & Documentation
-Maintain clear records of support interactions
-Communicate recurring issues or improvement opportunities to internal teams
-Contribute to a positive, team-oriented office environment

Who You Are
You are someone who:
-Enjoys helping others succeed.
-Communicates clearly, kindly, and confidently.
-Has the patience to work with individuals who may be frustrated or overwhelmed.
-Can adjust your communication style depending on the person you're assisting.
-Remains calm and solution-focused under pressure.
-Takes ownership of problems and follows them through to resolution.
-Values professionalism and positive client relationships.
-You understand that excellent support is not just about fixing a problem-it's about building relationships.

Qualifications & Skills
-Customer support experience strongly preferred.
-Comfortable providing support over the phone and via email.
-Basic technical aptitude and ability to learn new software platforms quickly.
-Strong written and verbal communication skills.
-Publishing or design experience is helpful but not required.
-Exceptional verbal and written communication skills-you explain things clearly, calmly, and without jargon, even when someone is stressed or unfamiliar with technology.
-A warm, approachable, and patient personality.
-Strong active listening skills and the ability to read tone/emotion over the phone to de-escalate and reassure clients.

Benefits
-Medical and Prescription coverage.
-401K with Company Match.
-Life insurance for self and dependents.
-This is a full-time position, located in our Byron Center office. The typical work schedule is Monday - Friday from 8:30-5:00.

In addition to the benefits above of Medical Health Insurance with Prescription Coverage, Term Life Insurance, STD and LTD Insurance, and a 401 (k) Plan, we offer a fun, family atmosphere as a service provider to the Catholic Church, focusing on their communication needs.

About Diocesan
We are the leading provider of Catholic communication solutions serving the growing needs of the Church. For more than 63 years, we have proudly served the Catholic Church with distinction, with offices located in Grand Rapids, MI; Columbus, OH; Harrisburg, PA; Orlando, FL; and Austin, TX. Our innovative product line has us poised for even faster growth to meet the changing needs of the Church as it enters the digital communications age.

About the Employer

The leading providers of Catholic communications in the US. We specialize in providing print, web, mobile and office resources to Catholic organizations. For over 60 years we've been serving the needs of the Catholic Church.