Global Application Support Specialist

Faith Comes By Hearing (FCBH) is dedicated to providing excellent technical support to users worldwide through its innovative software applications. We are looking for a passionate and skilled Global Application Support Specialist to join our team and help ensure the smooth operation of our software solutions.

The Global Application Support Specialist supports the Ministry of Faith Comes By Hearing (FCBH) by assuring that all software applications published by FCBH have excellent technical support for users all around the globe. This person will communicate with users of the applications, providing worldwide support for projects and interfacing with the application design and programming teams about suspected software problems.

Responsibilities include:

• Maintain intimate and up-to-date familiarity with the Render, Vessel, Bible.is, and Virtual Recording software programs.
• Handle communication with both partners and staff regarding technical issues, questions regarding use of the software and feature requests while providing gentle and empathetic responses in a variety of potentially tense or stressful situations.
• Communicate via a help desk system through which users make contact and receive responses regarding application support, accommodating the various communication situations of global partners and ensuring proper recording and closure of all issues.
• Diagnose the severity and urgency of issues and know how to prioritize each level of both.
• Take action on all assigned technical issues, troubleshoot, and provide prompt, accurate, and actionable assistance to resolve each issue.
• Collaborate with other members of the Application Support Team to resolve large or complex issues.
• Promptly escalate unresolvable issues and suspected software bugs to the team lead.
• Document all actions taken to resolve issues, related research, and outcomes/solutions so that it is accessible and useful to product owners and programmers.
• Assist with the creation and maintenance of support helps, such as videos, tutorials and manuals, and communicate with partners about availability of helps.

Qualifications include:

• Possess Excellent Problem-solving skills
• Capable of taking technical language and making it understandable to non-technical people
• Display a servant’s heart and love for communicating with all people
• High attention to detail in documenting steps taken to resolve issues
• Ability to effectively prioritize tasks of different severity and urgency
• Ability to handle sensitive information with discretion

Preferred:

• Familiar with networking and Local Area Network (LAN) setup
• Possess a degree in a technical field of study from a college or technical school, or equivalent combination of education and experience