<div><strong>Description<br></strong>Servant Keeper reduces administrative burden for church &amp; non-profit leaders, enabling them to more meaningfully know and connect with their members.&nbsp; We are growing rapidly with an aim to be the go-to church management software and payments solution for small &amp; medium-sized churches and non-profits through innovative tailor-built features addressing the most critical user needs, above-and-beyond customer sales and support experiences, fair pricing, strong product reputation with extensive market visibility, and a highly capable and purpose-driven team.&nbsp; We are tight-knit and supportive, while accountable for doing everything we can to better serve our purpose.<br><br>Help Desk Agent team members for Servant Keeper are driven to ensure the success of our customers. They are willing to go the extra mile to ensure that every single customer they interact with receives quick solutions to their problems. Help Desk Agents are responsible for providing exceptional customer service, primarily over the phone, to our customers. The Help Desk Agent will assist customers by providing accurate product information and addressing questions or concerns in a helpful and professional manner. This position deals front line with customers and must always represent the company and our customer service philosophy with the utmost integrity.<br><br><strong>Requirements</strong>&nbsp;</div><ul><li>Extremely detail oriented Excellent verbal and written communication skills.</li><li>Ability to sit or stand for extended periods.</li><li>Must be results-oriented, creative, energetic, and possess a strong phone presence.</li><li>Ability to work independently and solve problems.</li><li>Excellent organizational skills.</li><li>Ability to multi-task, prioritize, and manage time effectively.</li><li>Is familiar with basic computer operations, Microsoft Windows &amp; Office applications.</li><li>Will provide exceptional customer service via:<ul><li>on the phone</li><li>live chat</li><li>email Troubleshoot the customers issue with all tools at your disposal</li></ul></li><li>Maintain a positive professional attitude when interacting with all customers and co-workers</li></ul><div><br><strong>Benefits (for full time agents):</strong></div><ul><li>Competitive Medical, Dental, and Vision insurance</li><li>HSA and FSA options</li><li>Short and long-term disability</li><li>Vacation and Sick time accrual / Paid Time Off&nbsp;</li><li>401(k) plan</li></ul>

Help Desk Agent

<div>Since 1978, ACS Technologies (“ACST”) has served the faith-based community, building software to help ministries lead with less stress and more accuracy. ACST enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry but we've got more work to do, and we need the right talent on board to help with our mission of serving churches with tomorrow's technology.<br><br></div><div>The Customer Success Manager or as we like to call it at ACST, the Ministry Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the products and services they receive and to improve upon areas of dissatisfaction.<br><br></div><div>As a Ministry Success Manager, you'll oversee strategic, proactive account management and customer operations and help develop practices to ensure ACS Technologies' (ACST) ability to serve our customers at scale. You will be part of a team of professionals striving to drive customer success, increase the use of our solutions, help customers find value in their subscriptions, and ensure customer retention.<br><br></div><div>This position requires a driven and talented professional with strong proactive outreach capabilities, a collaborative work ethic, a self-starter with solid problem-solving skills, and a positive and professional demeanor.<br><br></div><div><strong>What You’ll Do:</strong></div><ul><li>Understand unique needs and coordinate customer care for the Catholic Archdioceses, Dioceses, and Parishes in your Book of Business.</li><li>Proactive phone outreach to existing customers in your account list (Book of Business).&nbsp;</li><li>Identify cross and upsell opportunities for the sales team while maintaining the trusted advisor relationship with customers.</li><li>Document sales leads and opportunities to engage sales process for demos or purchase of add on products.&nbsp;</li><li>Perform Account Management responsibilities for a large number of accounts in your BoB.</li><li>Proactively works to help customers realize increasing value in the solutions they use, and to continually use them deeper, smarter, and more effectively.&nbsp;</li><li>Relentlessly improves client retention for ACST through the development and growth of personal, business, and ministry relationships with customers.</li><li>Provides a world-class customer experience and helps drive ongoing engagement strategies and dependencies on our product and services.&nbsp;</li><li>Serves as the voice of the customer internally, promoting continual improvement.</li><li>Drives customer satisfaction to support renewals.&nbsp;</li><li>Reports and improves key Ministry Success team metrics, company-wide.</li><li>Coordinates with internal stakeholders in supporting customer needs.</li><li>Helps cultivate customers as references and case studies and partners with other teams to continually improve their customer experience.</li><li>Recommends Ministry Success strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.</li><li>May be scheduled to serve in support of after-hours phone support rotation as required. This involves being on-call for customer support calls after hours and over weekends.</li></ul><div><br><strong>What We’re Looking For:</strong></div><ul><li>An understanding of metrics: know what drives your customer's ministry decisions and how it affects ACST partnership.</li><li>Must possess a deep understanding of the Customer Success process, and proactive customer management skills.</li><li>Must have experience working within or with Catholic church</li><li>Must possess a deep understanding of the Catholic faith, beliefs, terminology and unique aspects of their financial processes, tracking of sacrements, and other key processes.&nbsp;</li><li>Experience using Totango or similar Customer Success platforms.</li><li>Experience using Salesforce or similar Customer Relationship Management platform.</li><li>Experience working in a Software as a Service (SaaS) environment.</li><li>Experience working in ACST’s solutions is a strong plus.&nbsp;</li><li>Strong preference for candidates with Ministry Platform and Realm experience (either as end user, administrator or trainer/implementation consultant).</li><li>Experience assisting large complex customers deploying SaaS solutions.&nbsp;</li><li>Should possess a solid process-building mindset.</li><li>Ability to multi-task and balance competing priorities in daily work.</li><li>Project management experience, using tools and communications to manage large projects.</li><li>A passion for delivering customer satisfaction.</li><li>Excellent analytical, critical thinking, and problem-solving skills.</li><li>Proficiency in written and verbal English.</li></ul><div><br><strong>Why You Want to Work Here:</strong></div><ul><li>Outstanding benefits package, including 6% 401(k) match</li><li>Free Wellness Clinic staffed by a Nurse Practitioner</li><li>A caring, friendly work environment&nbsp;</li><li>The opportunity to positively impact ministries</li></ul><div><br>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div>

Customer Success Manager - Catholic Focus

<div><strong>About us</strong></div><div>CallHub is a leading communications platform. We help political campaigns, nonprofits, advocacy groups, and businesses seamlessly interact with their audiences worldwide.</div><div>Building and maintaining strong relations with your audience is the key to an organization's success. CallHub's comprehensive suite of communication tools helps facilitate this.</div><div><br><strong>About the role</strong></div><div>CallHub is proliferating and seeking a Product Support Engineer to join the Customer Support team. Responsible for delivering unparalleled field support to external CallHub customers. This role will partner with various product, technical support, engineering, and sales teams at CallHub. The ideal candidate is a strong communicator, can process data quickly, and has a sharp attention to detail.</div><div>You’ll be part of our Customer Support team, consulting our clients in troubleshooting, resolving all technical inquiries and bug fixes, and leading clients to utilize our platform optimally. Ultimately you’ll be ensuring the technical health of our client portfolio.<br><br></div><div><strong>What Makes You The Right Fit</strong></div><ul><li>&lt; 3+ years of professional experience in a customer-facing product support role</li><li>Bachelor's degree</li><li>Ability to communicate constructively and candidly</li><li>Curious-minded &amp; natural problem solver</li><li>Flexible to work in the night shift</li><li>Experience with technical support CRM systems ( Zendesk, Jira, etc.)</li><li>Ability to communicate with customers by email and phone</li><li>Investigation and diagnostic skills</li><li>Customer-focused attitude who enjoys working in a fast-paced environment</li><li>Ability to write Self-help articles</li><li>Willingness to work hours as needed to support our customers.</li><li>Experience with web domain, Zapier &amp; Rest APIs would be a great addition</li><li>Understanding of software change management.</li><li>Conceptual knowledge of SaaS</li></ul><div><br><strong>Key Responsibilities</strong></div><ul><li>Provide technical support for the CallHub application, including diagnosing and resolving complex issues and escalating as required.</li><li>Collaborate with customers and internal stakeholders to identify and resolve application-related problems.</li><li>Develop and maintain strong working relationships with key customers, understanding their business processes and requirements to ensure solutions meet their needs.</li><li>Work closely with development teams to ensure applications are deployed, configured, and maintained according to best practices and customer requirements.</li><li>Provide feedback to internal teams on customer issues, product features, and system improvements.</li><li>Develop and maintain technical documentation, including procedures and training materials.</li><li>Mentor and coach junior team members, providing guidance on technical issues and helping them to develop their skills and expertise</li><li>Participate in on-call support rotation, including occasional weekends and evenings.</li><li>Team player and collaborate across the functions to develop personal skills through knowledge sharing and learning from others.</li><li>Adhere to customer-focused strategies to achieve business objectives and maintain high levels of customer satisfaction.</li><li>Meet personal and customer service team targets, including AFRT, resolution time, number of tickets closed, and CSAT.</li><li>You will handle billing tasks, such as invoicing and credits, refunds, and agent count adjustments.</li></ul><div><br><strong>Ideal Approach at CallHub</strong></div><ul><li><strong>Start with Excitement: </strong>Put your full energy into what you are doing<strong>. </strong>It will be like the first sprint of a relay race.</li><li><strong>Drive until success:</strong> We want everyone to feel empowered to go beyond their job description. Be the decision maker until you ensure success for customers.</li><li><strong>Build trust through transparency: </strong>We value authenticity towards our customers and each other. Always do the right things; no exceptions here.</li><li><strong>Keep balance: </strong>To grow successfully, we need a balanced ecosystem of work and personal time ecosystem. So feel free to shout out when you feel exhausted or take off.</li><li><strong>Always learning: </strong>As a company, we take time to learn new things, uncover insights, and ask questions.</li><li><strong>Fun together: </strong>We foster a fun environment for our team members. Please don't hesitate to joke, make people laugh, and do storytelling on the floor.</li></ul>

Senior Product Support Engineer Level II

<div>Do you have experience working with church software and do you enjoy showing people how it works? If so, great!&nbsp;<br><br></div><div>We’re looking for a remote, full-time Customer Success Specialist who can help develop our growing Customer Success team while helping customers along the way.&nbsp;</div><div><strong><br>About the role:</strong><br>The Customer Success Specialist will provide direct support to our customers via chat, phone and email. The Ideal candidate has or has had experience working with church specific software tools and experience working within a local church. The ability to learn and educate others on software tools is a must.</div><div><em><br>This is a remote position with mandatory work hours of 9 AM – 6PM ET, Monday through Friday.<br></em><br></div><div><strong>What you will do:</strong></div><ul><li>Provide direct support to customers (chat, phone &amp; email).</li></ul><div><strong><br>Ideal candidate qualities include:</strong></div><ul><li>Experience working with church database software</li><li>Enjoys technology</li><li>Strong reading comprehension skills</li><li>Strong communication skills (ability to convert technical language to plain English and vice versa)</li><li>Pleasant demeanor</li><li>Can work independently</li><li>Strong desire to learn and grow</li></ul><div><br>*This is a Remote position.<br>Employees must have a reliable internet connection. Tasks will be performed on a company issued computer, using your personal internet connection.</div><div><strong><br>Expectations</strong></div><div>The Customer Success Specialist is expected to perform the tasks outlined below.</div><div><strong>PROVIDE DIRECT SUPPORT TO CUSTOMERS (CHAT, PHONE &amp; EMAIL)</strong></div><div><br>Chat Support Expectations:</div><ul><li>Respond within 2 minutes of customer inquiry even if it is just acknowledging the customer and asking them to “hold momentarily.”</li><li>Point customers to appropriate Help Articles.</li><li>Provide screenshots and explanations to customers when a Help Article has not been written.</li><li>Listen attentively to customer questions/concerns and respond accordingly to what they are needing.</li><li>Answer every question asked by the customer and offer alternative solutions within the system when what they want isn’t currently possible but a good alternative exists</li><li>Document feature requests in Jira and follow up with customers as those features are implemented (if applicable)</li><li>Elevate customer inquiries to Tier 2 support when necessary.</li><li>Collect necessary information for Tier 2 agents to answer inquiries. Tier 2 support is anything requiring assistance from a developer (bugs, etc.)</li><li>Write “Macros” as needed.&nbsp; Macros are stock responses to commonly asked questions.</li></ul><div><br>Phone Support Expectations:</div><ul><li>Answer all incoming calls during support hours.</li><li>Provide necessary support and write notes in CRM as needed. &nbsp;</li><li>Respond to support related voice messages within the same day or next day if message is left after support hours.&nbsp;</li></ul><div><br>Email Support Expectations:</div><ul><li>Respond within 2 hours to customers sending support inquiries via email outside of Intercom.</li></ul><div><strong><br>Pay Rate</strong><br>$40,000 – $45,000 annually<br><br></div><div>The Customer Support Specialist will have paid on-boarding, as well as having ongoing support from our team.<br><br></div><div>Paid Company Holidays. 2 weeks of PTO after accrual. No Health benefits are offered at this time.</div>

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