What are the responsibilities and job description for the Product Support Specialist position at Group Publishing?
Are you a customer-focused individual that enjoys helping others and troubleshooting technology? Then consider joining David C Cook/Group Publishing of Cook Media Global as our Product Support Specialist. This role is responsible for ensuring remarkable customer experiences with our digital and web-based products and applications that require technology support. In a nutshell, this position is responsible for providing assistance, troubleshooting and training through phone, email and live chat. In addition, this position contributes to the design, development and testing of new digital products and applications. The ideal candidate must be detail-oriented, customer-centric, clear communicator, excellent at troubleshooting and a problem solver.
Responsibilities
Because this is more than a job—it’s a calling. You’ll work alongside Christ-centered leaders, stewarding eternal impact while growing personally and professionally.
To Apply
Submit your application, resume, and cover letter that shares why you're passionate about faith-based work.
We look forward to learning more about you!
What We’re Looking For
Responsibilities
- Customer Product Support – Promptly responding to external and internal customer calls, emails and chats. Respond to requests for support of digital, online, media, and app products and services.
- Ticketing and Live Chat – Manage incoming support requests using Zendesk. Internal support for Sales team and other departments in using Zendesk and Live Chat.
- Product Troubleshooting and Testing – Provide customer facing problem solutions, assist internal staff with troubleshooting, and test new products and services as requested.
- Knowledgebase – Maintain and expand online customer facing knowledge base through Zendesk.
- Document activities in database and communicate requests and/or customer comments to appropriate departments.
- Continuing Education - Keep current on products, marketing offers, and web site. Maintain electronic resources and files to assist in the performance of assigned duties.
- Review and maintain up to date information regarding current policies and procedures, new products, special offers, current marketing initiatives and changes in existing products.
- As call volume allows, make sales or telemarketing outbound calls for other business units requiring additional staff, using all corporate sales skills and approved practices to achieve goals.
Because this is more than a job—it’s a calling. You’ll work alongside Christ-centered leaders, stewarding eternal impact while growing personally and professionally.
To Apply
Submit your application, resume, and cover letter that shares why you're passionate about faith-based work.
We look forward to learning more about you!
What We’re Looking For
- 2-4 years’ experience of technical support in an inbound call center environment, technical proficiency required.
- Strong writing skills, including excellent grammar and spelling.
- Experience with a variety of software programs and applications on desktop and mobile devices is desired.
- Proficient at Excel, Word, MS Teams, and Outlook.
- Excellent verbal communication skills.
- Ability to self-direct.
- Able to sit at a computer station, use repetitive motion on a keyboard, and wear a telephone headset for up to five hours a day.
- Bilingual in Spanish and English desire.
- Medical Plan: HDHP w/ HSA (All Staff)
- Dental Plan
- Vision Plan
- 401(k) w/ Company Match ($0.50 on the $1 up to 10% of eligible compensation)
- Basic and Voluntary Life Insurance Options
- Long-Term Disability
- Short-Term Disability
- Voluntary Accident
- Life Assistance Plan
- Holidays
- Sick Time
- Adoption Benefit
- Volunteer Days
- Benevolence Fund
- Service Recognition Leave
- Pet Insurance Discounts
- Tuition Reimbursement
- Maternity Leave
- Paternity Leave
- New Childbirth Assistance