Job Title: Technical Support Specialist, Member Care
Department: Member Care and Engagement
Status: Regular Full-Time, Non-Exempt
Location: Nashville, Tennessee International Headquarters
Purpose and Scope
The Gideons International is a faith based, membership driven organization with a single objective of winning others to Christ. Our team serves alongside Christian brothers and sisters in a caring environment while assisting Gideons and Auxiliary in their mission. This position is primarily customer service, functioning as first impressions ambassadors on behalf of The Gideons International. This position provides real-time support for our members. You’ll work in a tightknit department that cultivates professionalism and fun while using communication and technical skills to provide a great member experience. In this fast-paced environment, you’ll have the opportunity to see God at work as you use your gifts and talents to serve others.
Essential Job Functions
The ideal candidate has a heart to serve and care for others. Each interaction with a member enables us to help equip, engage, and empower them while they represent Christ on the front lines. Specifically, the Technical Support Specialist will be a part of a team responsible for more specialized and escalated member care tasks. The Technical Support Specialist will work to provide God-honoring, second mile service (Mt. 5:38-42) to fellow team members, Gideon and Auxiliary members and non-members in the following ways:
• Field incoming support requests from members via telephone, email, and ticketing system
• Document all pertinent member information, including name, contact information, and nature of problem or issue and log into ticketing system
• Work with management and IT department to oversee and prioritize bugs and fixes required for problem resolution
• Respond to electronic messages (tickets, emails) in a caring, timely, and attentive manner and/or directing them to the appropriate personnel/departments
• Maintain knowledge of the products and programs to efficiently serve the members
• Assist in helping members and teammates navigate and use online member resources (websites, mobile apps)
• Utilize and become proficient with specific Gideon applications such as theConnection, Gideon Now, Gideon Bible App, TGI websites, Freshdesk, Freshchat, and NetSuite ERP
• Demonstrate skills with various desktop applications such as MS Office (Word, Excel, PowerPoint), as well as web software and platforms such as browsers, cloud storage, password managers, and mobile software such as iOS, Android, and mobile apps
• Access software updates, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution as required
• Research membership information, as required
• Cross train member care team with basic technical skills
• Engaged learning with Member Care team to understand front lines tasks and specialist tasks for better overall productivity
• Maintain membership records from multiple sources while updating member information in our database and/or ticketing system
• Be willing and able to pray with callers
• Other duties as assigned by the Manager or Team Lead
• Participate in scheduled and unscheduled meetings
Other Essential Functions
• Foster relationships with members and vendors
• Participate as a member of internal working groups or committees
• Create and update standard operating procedures
• Assist with training new/current team members
• Offer analysis to determine and prioritize workflow improvements
• To add overall value to the organization and self by taking on ever-increasing responsibility, skill sets, and spiritual growth
• Participates in daily morning staff devotions; on a rotating basis serves by praying and reading Scripture in support of devotion leader
• Assist with integrating Freshworks suite with NetSuite Case Management
Working Relationships
Reports To: Team Lead Specialists – Member Care
People Management Responsibility: None
Works Closely With: Member Care and Engagement Team, TGI Staff, Members, Vendors, IT Team, Application Developers, IT Contractors, IT Business Analysts, Project Managers
Essential Knowledge, Skills, and Training & Development
Non-physical
• Follow verbal and written instructions
• Excellent writing, grammar, and communication skills, while being detail oriented
• Ability to effectively communicate in writing and verbally
• Proven ability to keep a big picture perspective, while dealing with very detailed information
• Proven ability to demonstrate knowledge and understanding of confidentiality
• Ability to provide analytical and strong organizational skills
• Ability to communicate effectively in writing and verbally with Membership, outside vendors, senior leaders, International Cabinet
• Demonstrates the organizations’ culture in all behaviors and language
• Takes personal initiative and is a positive example for others to emulate
Physical
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is required to stand, walk, sit, talk, and hear. Specific abilities required for the job include substantial time on phone calls.
Technical Requirements
• Ability to use PC and widely used software applications, especially Microsoft Office applications
• Capable of logging phone call notes into a ticketing system while managing workload
• Ability to learn new software applications as necessary
• Analyze ticketing system data to better equip and train members and staff
Mission Critical Competencies
Shared Values
• Integrity
• Excellence
• Open Communications
• Stewardship
Core Competencies
• Actively learns, demonstrates and fosters the organizations’ culture in all actions and words. Takes personal initiative and is a positive example for others to emulate.
• Ability to understand the fundamental business drivers and communicate the state of business and provide strategic recommendations to management.
• Proven ability to keep a big picture perspective while dealing with very detailed information.
• Foster Open Communications and Approachability
• Positive and Constructive Attitude
• Business Acumen
• Process Management
• Decision Quality
• Problem Solving
• Dealing with Ambiguity
• Perspective
• Ability to challenge the status quo
• Self-Management and Emotional Intelligence
• Time Management
• Perspective
• Active Knowledge Sharing & Continuous Learning
Work Environment and Time Requirements
Climate-controlled office environment
8-hour workday
Variations in work volume sometimes require extended working hours
Hybrid remote work schedule
Travel required (limited)
Minimum Qualifications
Minimum of two years successful experience working in Technical Production environments, providing technical support to end-users.
Solid knowledge of Microsoft applications and systems with hands-on experience using and enhancing these applications.
Solid knowledge of PC desktop and mobile environments (Apple & Android) environments and components.
Proficiency with MS Office, WORD, Excel, Chrome, Edge, Safari, and other applicable browsers.
Must possess capability to manage multiple assignments concurrently, high degree of analytical and interpersonal skills, positive attitude and initiative, and teamwork approach.
Additional experience should include the ability to perform successfully in a demanding environment with multiple users.
Preferred Qualifications
Minimum of two years of Help Desk experience or equivalent work experience
PC experience, especially in Microsoft Office applications
Some Mac experience
Successful completion of a drug and background screen
This Job Description is for general purposes and guidelines only and should not be considered all-inclusive. Neither does the receipt of this job description constitute an employment contract. Furthermore, it should be known that this list of job requirements is subject to change without written notice.
[November 2024 – Technical Support Specialist, Member Car