MinistryPlatform Support Agent

MinistryPlatform Support Agent Are you interested in being part of a technology company that is growing, expanding, and emerging as a leader in the Church Management Software market? Join our team! ACS Technologies has a remote, 32 hours per week opening for a MinistryPlatform Support Agent. We are looking for an energetic, highly motivated individual to join our customer support team to provide ongoing technical support to our customers. Support Agents work directly with customers to answer software questions, troubleshoot software issues, and provide guidance to customers who want to extend the software. Support Agents also work with other departments to escalate and resolve issues. What You'll Do:

• Develop an extensive working knowledge of the MinistryPlatform product and all related components
• Stay current with all software enhancements and with new components and products, via webinars, KB articles, testing, etc.
• Provide end-user application and limited hardware (check scanners and label printers) support via chat, email, phone, and screen sharing
• Troubleshoot issues reported by customers and provide solutions and/or facilitate moving issues forward via other departments
• Facilitate problem-solving between customers and MinistryPlatform Escalation Agents
• Facilitate issue resolution between customers and 3rd parties
• Perform administrative tasks as assigned, including customer resource management, knowledge base updates, etc.
• Participate in weekly Support Team meetings
• Attend the MinistryPlatform User Group meeting held each year

What We're Looking For: MinistryPlatform experience:

• 3 or more years as a SPoC, supporting MinistryPlatform users on a daily basis, OR, 3 or more years using MinistryPlatform in a heavily supportive role for a major ministry

Additional knowledge and experience:

• Basic knowledge of programming language constructs and logic
• Basic knowledge of and experience with software, web-based applications, browsers, etc.
• Basic knowledge of and experience with simple hardware and peripherals, such as check scanners, label printers, etc.
• Basic understanding of WiFi, servers, and network infrastructure

Work Environment:

• Must be able to work in shifts of approximately 6-8 hours, over 4-5 days per week
• Must have a stable internet connection
• Must have desire and discipline to cultivate positive working relationships with customers and coworkers in a remote environment
• Must be capable of switching gears quickly between multiple support tools and between multiple customer channels

Personal Competencies:

• Ability to communicate effectively and professionally while maintaining a lighthearted and joyful approach, both verbally and written, by email, chat, screen share and phone, in a clear, concise, and consistent way.
• Ability to ask the right questions to narrow the focus of a ticket down to exactly what is the 'problem we're trying to solve'.
• Strong analytical and troubleshooting skills, with a desire to see a problem through to resolution
• Desire to 'solve the puzzle' with creative thinking, research, and collaboration
• Ability to quickly learn and adapt to an evolving, constantly changing work environment
• Desire to educate, encourage and connect with the customer, and be sure their experience with support is top-notch
• Ability to assess the urgency and importance of a given issue to the customer, in order to respond with empathy and patience, and escalate appropriately when needed
• Ability to follow established procedures, but also confident in knowing when to go off-script to meet a customer's needs
• Ability to quickly and confidently identify, reproduce, and report software bugs by creating matching customer scenarios in QA systems

Why You Want to Work Here:

• Outstanding benefits package, including 6% 401(k) match
• Free Wellness Clinic staffed by a Nurse Practitioner
• A caring, friendly work environment
• The opportunity to positively impact ministries

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply tot his job Apply To this Job