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!