Product Support Specialist - Tampa Oaks - Ministry Brands

Description

Ministry Brands is looking for a Product Support Specialist to join our growing team
Who we are
Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement - advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.
Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual's unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.
Available Location: Tampa, FL
Hybrid Working: This is a hybrid role based out of our Tampa, FL office. In this role, you will work from home 2 days per week and in the office location 3 days per week.
What You'll Do
As a Product Support Specialist, you'll deliver technical support and training to users of your assigned product. You'll handle customer inquiries with a technical lens, ensuring timely and effective resolution.
Key Responsibilities

• Respond promptly to client software support inquiries via the ticketing system

• Provide tailored technical support to users across all roles and seniority levels, ensuring prompt resolution of high-priority issues with discretion and professionalism.

• Diagnose and replicate software issues through various communication channels

• Collaborate with teammates to resolve client concerns

• Liaise with software development teams on reported client issues and assist in initial testing and documenting development related requests

• Share client feedback during team meetings to inform support strategy

• Identify recurring issues and contribute knowledge base content to reduce ticket volume

• Apply system knowledge when troubleshooting a problem and then use that knowledge to execute data cleanup as needed

• Escalate urgent issues appropriately

• Demonstrate a proactive client success mindset by anticipating user needs, delivering solutions that enhance satisfaction, and fostering long-term relationships through responsive and empathetic support.

• Guide clients on best practices and software usage.
Who You Are

• High school diploma or equivalent experience
• 3+ years of technical support experience
• Intermediate to advanced SQL skills, including script writing
• Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook)
• Quick learner with strong grasp of software applications
• Excellent verbal and written communication
• Strong problem-solving and time management skills
• Detail-oriented and adaptable to new technologies

Physical Considerations:

• Ability to work in a general office environment
• Ability to handle extended periods of computer-based work, including telephone

Travel Considerations:

• Domestic and/or international travel required, estimated up to 5%

Benefit offerings designed to promote a life of balance
At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.
Robust healthcare options - Employees have several healthcare options to choose from in order to find what works best for them.
Flexible paid time off - There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays
Paid parental leave - Adding a new child to the family is a big adjustment We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
Mental health support -Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
Professional development reimbursement -Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.