Product Support Specialist

Product Support Specialist Global Media Outreach Global Media Outreach 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 Product Support Specialist is a part-time, benefit-eligible (excluding medical benefits) 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 guided user support, identifies recurring patterns in user issues, and contributes to continuous improvement of product workflows, documentation, and support processes. 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 25 hours per week 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 Global Media Outreach 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!