Support Specialist
Job Overview
The YouVersion Support Specialist is primarily responsible for building and implementing the strategy for the technical aspects of YouVersion Support. This includes tracking bugs and user pain points, building new systems to improve team communication, and developing processes to resolve issues more quickly. The Support Specialist will be responsible for one or more areas in the Bible App, such as bug tracking and reporting, product knowledge and documentation, and support tools management.
Job Description
What You'll Do
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- Develop and maintain systems to track and report known issues.
- Lead regular cross-functional meetings to ensure clarity around reported issues and assist in prioritizing issues.
- Communicate effectively on the status of reported issues to the Community Care team.
- Regularly review Support inboxes to understand more significant issues and trends.
- Participate in after-hours on-call rotation, monitoring feedback from the YouVersion community and automated alerting systems, alerting the appropriate team members and volunteer teams when an urgent issue arises.
- Create and streamline communication resources, message templates, and documentation to ensure alignment with the Support communication strategy and voice.
- Track product roadmap and understand the app and web release cycles, updates, changes, etc.
- Build systems to ensure timely understanding of new releases and app changes.
- Ensure volunteers are equipped with timely information on outages, bugs, or upcoming product releases.
- Work with the Internal Tools team to improve current Support and user management tools.
- Identify pain points in the Support process, including Support visibility and accessibility.
Skills Needed to Succeed
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- Excellent verbal, written, and interpersonal communication skills to foster relationships and partnerships.
- Capacity to quickly learn new technologies and programs.
- Ability to self-motivate, make independent decisions, and solve problems.
- Maintain flexibility and initiate the creation of new processes and project strategies.
- Strong leadership skills and understanding of developing and guiding others.
- High School Diploma or GED.
- 1 –3 years of related work experience.
Church Name: YouVersion
Location: Edmond, OK
Website: https://www.youversion.com/
Job Type: Full-time
Role: OTHER
Salary: TO BE DETERMINED
Date Posted: 6 months ago
Location: Edmond, OK
Website: https://www.youversion.com/
Job Type: Full-time
Role: OTHER
Salary: TO BE DETERMINED
Date Posted: 6 months ago