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.         Available Location:   Milton, 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   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 via product ticket system, emails,   LiveChat , and phone calls     Work with customers to   identify   and replicate errors and defects through a variety of communication means to ensure resolution     Evaluate,   document   and escalate technical issues, product   bugs   or data concerns for further research      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     Submit up-sell + cross-sell leads     Responsible for   maintaining   a high level   of professionalism with internal and external sources and working to   establish   a positive rapport    Update customer information in the customer service database during each call    Work with the leadership team to stay updated on product(s) knowledge, internal processes and be informed of any changes in company/departmental policies     Collaborate on and contribute to   additional   tasks assigned by management.    Initiate and/or contribute to conversations and tasks related to team’s operational improvement     Explain complex concepts and technical knowledge in simple terms to less technical individuals     Function as a Subject Matter Expert in the product(s) and client-facing experience    Maintains in-depth knowledge of our products and stays   up-to-date   with ongoing product releases    Who you are   3+ months of related experience in customer service, support, or other…