The Technical Support Specialist provides front-line technical support for OSV’s electronic product offerings. This role is responsible for responding to customer inquiries, diagnosing issues, and guiding users through problem resolution via phone, email, and other electronic communication channels.
The Specialist delivers exceptional customer service while supporting Online Giving, Websites, Church Manager, Customer Portal, Curriculum, and related electronic products. This role also focuses on user training, best practices, and proactive follow-up to ensure customer satisfaction and product success.
Essential Functions
- Serve as a primary point of contact for customers seeking assistance with OSV electronic products.
- Troubleshoot, research, isolate, and resolve basic, intermediate, and complex technical issues in a timely manner.
- Provide training and guidance to customers on product functionality, usage, and best practices.
- Develop and maintain in-depth knowledge of all OSV electronic product offerings.
- Build strong working relationships with churches, dioceses, internal teams, and management.
- Offer recommendations to improve product usage, efficiency, and customer outcomes.
- Respond to inbound phone calls and emails professionally, accurately, and within defined service-level expectations.
- Meet or exceed established performance metrics, including customer satisfaction and responsiveness.
- Accurately document customer demographics, product information, issues, and resolution steps in the CRM and technical databases.
- Perform scheduled follow-ups and callbacks to ensure issue resolution and customer confidence.
- Collaborate with peers and cross-functional teams to share knowledge and improve support processes.
- Participate in on-call rotation as required.
- Other duties as assigned.
Required Qualifications
Experience
- Experience in customer service, technical support, or call center environment
- General knowledge of Windows operating systems
- Experience working in cross-platform environments (PC and Mac)
- Basic understanding of networking concepts and terminology
- Working knowledge of web browsers and Microsoft Office applications
Education
Associate degree in Information Technology, Business, or a related field preferred; equivalent relevant work experience will be considered.
Skills and Abilities
- Strong technical aptitude with PC and Mac systems
- Excellent verbal and written communication skills
- Ability to clearly explain technical concepts to non-technical users
- Strong customer service orientation with a professional, empathetic approach
- Proven problem-solving and analytical skills
- High attention to detail and accuracy in documentation
- Ability to organize, prioritize, and manage multiple tasks effectively
- Self-motivated with the ability to work independently and as part of a team
- Demonstrates sound judgment when making decisions based on established guidelines and procedures
- Professional business etiquette when working with internal and external stakeholders
- Proficient keyboarding and data entry skills
Working Environment
- Position may be remote, onsite, or a hybrid arrangement.
- Participation in Microsoft Teams meetings
- Periodic on-call responsibilities
- Occasional travel for training or conferences as required.
Supervisory Responsibilities
