Product Support Specialist (Part-time)

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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Product Support Specialist </span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">ExploreGod</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">ExploreGod harnesses the power of digital technology to spread the gospel around the globe. Through advanced data-driven strategies, we connect with millions, fostering their spiritual growth in Christ. We aim to offer every person on Earth the chance to discover Jesus via various digital channels, creating a faith-based community that unites volunteers with individuals worldwide seeking spiritual enlightenment.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">About the Job</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">The </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Product Support Specialist</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"> is a part-time, benefit-eligible (excluding medical benefits) role within the Support Team, responsible for executing </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Tier 2 product </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">support</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"> and ensuring our Help Desk operates effectively across all support tiers. This role provides guided user support, identifies recurring patterns in user issues, and contributes to continuous improvement of product workflows, documentation, and support processes.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">This role reports to the </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Director of Support </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">and collaborates closely with Help Desk Volunteers (Tier 1), Quality Assurance &amp; Product (Tier 3), and Engineering &amp; Development (Tier 4)</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Tier 2 Support Execution</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Provide Tier 2 support functions as outlined in the Product Support workflow.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Develop and maintain expert-level knowledge of the proprietary digital platform.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Diagnose and resolve moderately complex user issues using guided support techniques.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Manage, validate, and enrich tickets submitted by Super-Users and Tier 1 Help Desk volunteers.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Identify recurring issue trends and escalate appropriately.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Provide input to Tier 3 for more complex or systemic issues.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Communicate effectively with Tier 4 Engineering &amp; Development teams as needed.</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><br><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Volunteer Oversight &amp; Enablement</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Oversee and support multilingual Tier 1 Help Desk volunteers.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Serve as the primary escalation point for unresolved Tier 1 issues.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Guide and assist volunteers with issue diagnosis and proper escalation.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ensure volunteers are trained, equipped, and resourced to fulfill Tier 1 responsibilities effectively.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Reinforce role boundaries and escalation criteria for volunteers.</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><br><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Workflow Management &amp; Cross-Tier Collaboration</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Contribute to the smooth operation of the Product Support workflow across Tiers 1–4.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Collaborate effectively with Product, Engineering, QA, and Technical Solutions teams.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ensure clear documentation, handoffs, and communication across all support tiers.</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><br><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">User Guidance &amp; Error Resolution</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Guide users through workflows using screen-sharing and step-by-step support.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Identify recurring user errors and provide corrective guidance.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Escalate recurring user errors to Tier 3 when they indicate broader usability or product issues.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Knowledge Base &amp; Documentation</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Provide users with deeper explanations and links to advanced documentation.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Draft, update, and manage Knowledge Base (KB) articles and advanced user guides.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Identify documentation gaps and escalate unmet information needs to Tier 3 when new KB or FAQs are required.</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><br><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Bug Validation &amp; Resolution Support</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Validate reported issues and reproduce bugs.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Create detailed bug reports, including replication steps and contextual details.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Escalate validated bugs to Tier 3 or append to existing bug reports.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Collaborate with Tier 4 Engineering and QA to test fixes.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Verify bug resolution in Production and communicate outcomes to users and volunteers.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Feature Request Management</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Document feature requests thoroughly and clearly.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Escalate validated feature requests to Tier 3 (Product Team).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Clarify user use cases and business context for submitted feature requests.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Identify patterns across feature requests and suggest longer-term product or workflow improvements.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Skill Requirements</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">2-3 years of experience in help desk, technical support, or product support</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Experience using product support or ticketing systems (e.g., ClickUp, Zendesk, ServiceNow, Freshdesk).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Familiarity with knowledge base and self-help documentation tools.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Strong troubleshooting skills for moderately complex technical issues.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ability to understand technical concepts and explain them in clear, user-friendly language.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Familiarity with common operating systems, software applications, and basic networking concepts.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ability and willingness to develop expert-level knowledge of proprietary software platforms.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Experience using screen-sharing tools for remote user support.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Excellent written communication skills for bug reports, KB articles, and user guides.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Strong verbal communication skills for guided support and cross-functional collaboration.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ability to work independently and as part of a team.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Strong problem-solving and analytical skills to identify recurring issues and improvement opportunities.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Calm, empathetic approach to supporting users with varying levels of technical proficiency.</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><br><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Bonus Skills</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Experience supporting proprietary or custom software platforms.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Familiarity with QA testing processes and production validation.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Experience working with volunteer-based or nonprofit support environments.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Exposure to product support, product operations, or product management workflows.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Ability to identify systemic issues and recommend longer-term solutions.</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"><br><br></span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Additional Requirements</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">25 hours per week </span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">This position is fully remote.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Only U.S.-based applicants will be considered.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Applicants must be authorized to work in the U.S.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Alignment with our Statement of Faith is required.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">To Apply</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\"><br></span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">If you are passionate about supporting users, improving digital experiences, and contributing to a mission-driven organization, we encourage you to apply.  Please submit your </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">resume</span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\"> and a </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">cover letter </span><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">here. Your cover letter should detail your interest in joining ExploreGod and highlight your experience and skills.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt\">Join us in our mission to make a significant global impact through innovative digital means, spreading the gospel and connecting people with the message of Jesus Christ!</span></p>",
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