Technical Support Specialist – Tier 2 & Volunteer Support

Technical Support Specialist – Tier 2 & Volunteer Support ExploreGod 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. About the Job The Technical Support Specialist – Tier 2 & Volunteer Support is a full-time, benefit-eligible role within the Support Team, responsible for executing Tier 2 product support and ensuring our Help Desk operates effectively across all support tiers. This role provides Tier 2 product support while overseeing, equipping, and serving as the primary escalation point for our Tier 1 Help Desk volunteers. This role reports to the Director of Support and collaborates closely with Help Desk Volunteers (Tier 1), Quality Assurance & Product (Tier 3), and Engineering & Development (Tier 4) Key Responsibilities Tier 2 Support Execution - 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. Volunteer Oversight & Enablement - 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. - Reinforce role boundaries and escalation criteria for volunteers. Workflow Management & Cross-Tier Collaboration - 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. User Guidance & Error Resolution - Guide users through workflows using screen-sharing and step-by-step support. - Identify recurring user errors and provide corrective guidance. - Escalate recurring user errors to Tier 3 when they indicate broader usability or product issues. Knowledge Base & Documentation - Provide users with deeper explanations and links to advanced documentation. - Draft, update, and manage Knowledge Base (KB) articles and advanced user guides. - Identify documentation gaps and escalate unmet information needs to Tier 3 when new KB or FAQs are required. Bug Validation & Resolution Support - Validate reported issues and reproduce bugs. - Create detailed bug reports, including replication steps and contextual details. - Escalate validated bugs to Tier 3 or append to existing bug reports. - Collaborate with Tier 4 Engineering and QA to test fixes. - Verify bug resolution in Production and communicate outcomes to users and volunteers. Feature Request Management - Document feature requests thoroughly and clearly. - Escalate validated feature requests to Tier 3 (Product Team). - Clarify user use cases and business context for submitted feature requests. - Identify patterns across feature requests and suggest longer-term product or workflow improvements. Skill 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. Bonus Skills - Experience supporting proprietary or custom software platforms. - Familiarity with QA testing processes and production validation. - Experience working with volunteer-based or nonprofit support environments. - Exposure to product support, product operations, or product management workflows. - Ability to identify systemic issues and recommend longer-term solutions. Additional Requirements - This position is fully remote. - Only U.S.-based applicants will be considered. - Applicants must be authorized to work in the U.S. - Alignment with our Statement of Faith is required. To Apply 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 resume and a cover letter here. Your cover letter should detail your interest in joining ExploreGod and highlight your experience and skills. 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!