Lead Global Application Support Specialist

Faith Comes By Hearing (FCBH) is a ministry dedicated to providing access to the Bible in every language. We are committed to ensuring that our software applications are supported globally to fulfill our mission of making God's Word accessible to all. We are seeking a passionate and experienced individual to lead our Global Application Support Team.

Responsibilities include:

1. Personally set an excellent example for the Global Application Support Team as they provide support for applications used to fulfill the mission of FCBH. Demonstrate and encourage best in class user care for anyone needing the team’s assistance.
2. Maintain intimate and up-to-date familiarity with the Render, Vessel, Bible.is and Virtual Recording software programs. Serving as the point of contact for items that escalate beyond the capabilities of other support team members.
3. Handle communication with both partners and staff regarding technical issues, questions regarding the use of the software, and feature requests while providing gentle and empathetic responses in a variety of potentially tense or stressful situations.
4. Oversee consistent maintenance of the 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.
5. Diagnose the severity and urgency of issues and know how to prioritize each level of both
6. Assure resolution of all reported technical issues, delegating to appropriate team members and assisting as team members troubleshoot and provide prompt, accurate and actionable assistance to resolve each issue.
7. Refer unresolvable issues and suspected software bugs to the appropriate product owner promptly.
8. Maintain a systematic way of documenting issues, related research, and outcomes/solutions so that it is accessible and useful to product owners and programmers.
9. Ensure the creation and maintenance of support helps, such as videos, tutorials and manuals. Communicate with users and partners about availability of helps.
10. Prepare accurate and timely reports as beneficial to the base of knowledge and as needed for reporting purposes.
11. Train and mentor members of the Application Support Team.
12. Engage in growing personal leadership skills and ongoing professional development.