Product Support Specialist – Part-time

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🕒 May 9

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Global Media Outreach

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

🤝 Non-profit

📱 Media

🤲 Charity

Non-profit • Media • Charity

Global Media Outreach is a faith-based, nonprofit digital ministry that leverages online advertising, multilingual gospel presentations, and volunteer Online Missionaries to share the Christian gospel and provide one-on-one discipleship and spiritual resources worldwide. The organization runs targeted ad campaigns, ministry websites, and follow-up discipleship in multiple languages to connect seekers with faith content, spiritual growth tools, and opportunities to donate or volunteer. Global Media Outreach emphasizes measurable outreach metrics and donor-supported scaling to expand its online evangelism and discipleship programs.

📋 Description

• Provide Tier 2 support functions as outlined in the Product Support workflow. • Develop and maintain expert-level knowledge of the proprietary digital platform. • Diagnose and resolve moderately complex user issues using guided support techniques. • Manage, validate, and enrich tickets submitted by Super-Users and Tier 1 Help Desk volunteers. • Identify recurring issue trends and escalate appropriately. • Provide input to Tier 3 for more complex or systemic issues. • Communicate effectively with Tier 4 Engineering & Development teams as needed. • Oversee and support multilingual Tier 1 Help Desk volunteers. • Serve as the primary escalation point for unresolved Tier 1 issues. • Guide and assist volunteers with issue diagnosis and proper escalation. • Ensure volunteers are trained, equipped, and resourced to fulfill Tier 1 responsibilities effectively. • Contribute to the smooth operation of the Product Support workflow across Tiers 1–4. • Collaborate effectively with Product, Engineering, QA, and Technical Solutions teams. • Ensure clear documentation, handoffs, and communication across all support tiers. • Guide users through workflows using screen-sharing and step-by-step support. • Provide users with deeper explanations and links to advanced documentation.

🎯 Requirements

• 2-3 years of experience in help desk, technical support, or product support. • Experience using product support or ticketing systems (e.g., ClickUp, Zendesk, ServiceNow, Freshdesk). • Familiarity with knowledge base and self-help documentation tools. • Strong troubleshooting skills for moderately complex technical issues. • Ability to understand technical concepts and explain them in clear, user-friendly language. • Familiarity with common operating systems, software applications, and basic networking concepts. • Ability and willingness to develop expert-level knowledge of proprietary software platforms. • Experience using screen-sharing tools for remote user support. • Excellent written communication skills for bug reports, KB articles, and user guides. • Strong verbal communication skills for guided support and cross-functional collaboration. • Ability to work independently and as part of a team. • Strong problem-solving and analytical skills to identify recurring issues and improvement opportunities. • Calm, empathetic approach to supporting users with varying levels of technical proficiency.

🏖️ Benefits

• 25 hours per week