Support Specialist, App Support
Posted Updated 25
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Description
The Support Specialist, App Support role at YouVersion is primarily responsible for executing and improving the systems and processes that support the technical aspects of YouVersion Support. This includes tracking bugs and user pain points, building new systems to improve communication between teams, and developing processes to resolve issues more quickly. The Support Specialist will be responsible for one or more areas, such as on-demand training, product knowledge, and documentation.
YouVersion was created by the local church in 2007 and remains a ministry of Life.Church today. At Life.Church, our mission is to lead people to become fully devoted followers of Christ. Our team is committed to reaching people worldwide through innovative technology. And YouVersion is one of the ways we get to do that. Life.Church is a multi-site Christian church meeting in the United States and globally at Life.Church Online.
We wholeheartedly believe a daily rhythm of seeking intimacy with God has the power to transform lives. That’s why YouVersion creates biblically-based experiences that encourage and challenge people to seek God. We hope everyone in our community is on an active journey to become who God made them to be, abiding in Him, and drawing closer every day.
What You'll Do
Track and Report Support Issues
- Develop and maintain systems to track and report known issues.
- Communicate effectively on the status of reported issues to the Community Care team.
- Facilitate regular cross-functional meetings to ensure clarity around reported issues and assist in prioritization and advocacy of issues.
- 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.
- Regularly review Support inboxes to understand more significant issues and trends.
- Create, streamline, audit, and maintain communication resources, message templates, and documentation to ensure alignment with the Support communication strategy and voice.
Maintain Product Knowledge and Documentation
- Track the product roadmap and understand the app and web release cycles, updates, changes, etc.
- Identify pain points in the Support process, including Support visibility and accessibility.
- Ensure volunteers are equipped with timely information on outages, bugs, or upcoming product releases.
- Build systems to ensure timely understanding of new releases and app changes across our Family of Apps.
- Collaborate with Product and Engineering teams to improve Support and user management tools.
Improve Support Tools and Systems
Skills Needed to Succeed
- Excellent verbal, written, and interpersonal communication skills to clearly explain complicated processes and foster relationships and partnerships.
- Ability to collaborate in a team environment and work independently while accomplishing assigned tasks with excellence.
- Maintain flexibility and initiate the creation of new processes and project strategies.
- Capacity to quickly learn new technologies and programs.
- Ability to identify, troubleshoot, and communicate technical issues effectively.
- High School Diploma or GED.
- 1 –3 years of related work experience.
Benefits We Offer
- Paid parental leave, including maternity, paternity, and adoption leave.
- Generous employer-paid leave for the use of vacation, sick time, and other qualifying reasons.
- Innovative and comprehensive Medical, Dental, and Vision insurance that provides team members with useful resources and savings to navigate their holistic health.
- Life insurance policy provided for all staff members at 2x annual salary at no cost. Additional life insurance coverage is available to purchase.
- Short-Term and Long-Term disability is covered at 100% for full-time qualified staff members.
- Comprehensive wellness and mental health benefits allow staff to proactively invest in their physical and emotional health.
- Generous 401(k) retirement plan allowing a team member to have up to 12.5% (including employee contribution, employer match, and employer discretionary contribution) contributed into their account in their first year. It doesn’t stop there—the more years on staff, the greater the investment!
- $160 annually in development dollars for team members to invest in their professional growth.
- Casual dress and work environment.
- And much more!
Our Beliefs, Culture, and Commitment to Diversity
At Life.Church, every staff member, and intern is a minister and is expected to engage in the church's ministry fully. We consider ministry readiness and an individual’s capacity to represent Life.Church’s beliefs as a minister during the selection process for all staff and intern positions. An essential function within every position held by a staff member or intern at Life.Church is to uphold and represent the beliefs of Life.Church. Learn more about what we believe at Life.Church.
While we unite around our mission, we know unity doesn’t mean uniformity. Our calling is too great, and our mission is too important not to be intentional about strengthening our team through diversity. We know that diverse perspectives in race, ethnicity, background, age, and gender are essential to reaching the world for Christ. To learn more about how we strengthen our team through diversity, visit our careers page.
All data collected in our application process, from resume collection to application questions, is used for recruitment purposes only.
As published by lever · 25 questions · 4 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, Portfolio URL, GitHub URL, Other website
Short answers (7)
- Preferred Name optional
- Street Address
- If in the United States, what is your zip code? optional
- If you selected "Other", please list how you heard about this role: optional
- If yes, please provide the name of the person who referred you. optional
- If yes, please list who you are related to: optional
- What is your minimum salary requirement (USD)?
Pick from a list (14)
- Select Country optional
- Are you legally authorized to work in the United States? optional
- Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our company in the United States? optional
- Have you ever worked at Life.Church (including full-time internships, ELP, and part-time or full-time staff)? optional
- Are you currently attending a Life.Church location? optional
- If you attend a Life.Church location, which one? optional
- Are you currently serving at a Life.Church location, at the Central Offices, or with YouVersion? If so, what area(s)? optional
- How did you hear about this position? optional
- Were you referred by a staff member at Life.Church?
- Do you have a family member on staff at Life.Church? optional
- The following is an acknowledgment statement we ask you to respond to before applying. Please read carefully: Life.Church is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals, without discrimination based on race, sex, national origin, age, marital status, veteran status, genetic information, disability, or other category protected by law. optional
- As a religious organization, Life.Church has the right to make hiring and employment decisions in alignment with our religious beliefs. All employees of Life.Church must be Christian, and as such, must consistently seek to live by biblical standards, and agree to demonstrate unity within the church with a humble and teachable spirit. Employees must also fully support our Essential Beliefs which can be found online at www.go2.lc/beliefs. optional
- Employees must commit to partner with Life.Church by attending Life.Church consistently, being involved in a LifeGroup, serving in a Life.Church ministry, and tithing. We ask you to consider if these are commitments you are willing to make as you consider this role. At Life.Church, every staff member and intern is a minister and is expected to fully engage in the ministry of the church. We consider ministry readiness and an individual's capacity to represent Life.Church’s beliefs as a minister during the selection process for all intern and staff positions. Representing Life.Church well and upholding our beliefs in all areas of personal and professional life are essential functions for every staff member and intern at Life.Church. optional
- Do you have relocation limitations? optional
Written answers (4)
- If you're serving at Central, please specify which team. optional
- What skills, talents, passions, and experience do you have that align with this position?
- Briefly share your salvation experience with Jesus.
- List relocation limitations here: optional