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The Gideons International

Membership Services Technical Representative

The Gideons International

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Job Summary

The Gideons International is a faith based, membership driven organization with a single object of winning others to Christ. Our team serves alongside Christian brothers and sisters in a caring environment while assisting Gideons and Auxiliary in their mission. This position requires a combination of technical and customer service skills which provides real-time support for our members. You’ll work in a tight-knit department that strikes a balance of fun and professionalism while using technical skills and relatable communication skills to provide a great member experience. In this fast-paced environment, you’ll have the opportunity to see God at work as you use your gifts and talents to serve others.

Job Responsibilities

The ideal candidate has a heart to serve and care for others while also utilizing technology to enhance a member’s impact in this ministry. Each interaction with a member enables us to help equip, engage, and empower them while they represent Christ on the front lines. You will be providing God-honoring, second mile service (Mt. 5:38-42) to members and non-members in the following ways:

 

  • Field incoming support requests from members via both telephone, email, and ticketing system
  • Document all pertinent member information, including name, contact information, and nature of problem or issue and log into ticketing system
  • Receive, prioritize, document, and actively resolve member requests
  • Prioritize issues and escalate information as required to the appropriate IT staff member or management
  • Maintain knowledge of the products and programs to efficiently serve the members
  • Assist in helping members navigate and use online member resources (websites, mobile apps)
  • Utilize and become proficient with specific Gideon applications such as theConnection, Mobile Apps, TGI web sites, and internal ERP systems
  • Apply diagnostic methods and tools to aid in troubleshooting as required
  • Access software updates, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution as required
  • Demonstrate and execute proficiency with various desktop applications such as MS Office, Word, Excel, Edge, Google Chrome, and other applicable browsers
  • Work with management and IT department to oversee and prioritize bugs and fixes required for problem resolution
  • Cross train for other job duties and provide technical assistance to Membership Services teammates
  • Perform post-resolution follow-up to ensure user satisfaction
  • Provide production support as required
  • Participate in scheduled and unscheduled meetings
  • Provide other duties and functions as requested by Management

 

Other Essential Functions

  • Foster relationships with vendors
  • Participate as a member of internal working groups or committees
  • Create and update standard operating procedures
  • Assist with training new/current team members
  • Offer analysis to determine and prioritize workflow improvements
  • To add overall value to the organization and self by taking on ever-increasing responsibility, skill sets, and spiritual growth

Qualifications

Minimum of two years successful experience working in Technical Production environments, providing technical support to end-users in a LAN configuration. 

Solid knowledge of Microsoft applications and systems with hand’s-on experience using, enhancing and upgrading of these applications. 

Solid knowledge of PC Desktop environments and components Proficiency with MS Office, WORD, Excel, Edge, FireFox and other applicable browsers    

Must possess capability to manage multiple assignments concurrently, high degree of analytical and interpersonal skills, positive attitude and initiative, and teamwork approach. 

Additional experience should include ability to perform successfully in a demanding environment with multiple users.

Preferred Qualifications

Minimum of two years of Help Desk experience or equivalent work experience

PC experience, especially in Microsoft Office applications

Successful completion of a drug and background screen

Additional Information

Benefits

Medical, dental, vision, FSA, Wellness, 401K and more

How to Apply

Apply online at www.gideonsteam.org

 

Details

  • Date Posted: March 29, 2022
  • Type: Full-Time
  • Job Function: Information Technology
  • Service Area: Religious
  • Start Date: 04/18/2022
  • Salary Range: hourly
  • Working Hours: M-F 7:30am - 4:30pm