Web Technical Support Representative
Overview
Located in the heart of Nashville, Tennessee, our headquarters team leads, produces, and delivers biblical solutions to fulfill the mission and vision of LifeWay.
LifeWay is currently seeking a Technical Support Representative to provide web tech support for customers via LifeWay’s internet site. Position provides technical support to internal and external clients through phone, email and chat interactions to ensure customer satisfaction in ordering products and services. This position responds to service tickets, inbound emails and phones calls and works directly with customers to provide account support and technical problem resolution.
No relocation assistance provided for this position
Responsibilities
- Provides web support for digital solutions such as digital tools, eBooks, digital applications and simulcasts
- Diagnoses technical problems for PC, Mac, and portable devices
- Investigates, analyzes and resolves inquiries received by phone, email, fax or web chat in high volume call center
- Uses Oracle Service Cloud, Cherwell, Google Docs and MS Office to research orders, resolve software issues
- Researches and reports potential fraud and report system errors
- Ensure customer satisfaction through call resolution
- Receives and enters customer orders
- Enters adjustment orders and credit memos
Qualifications
- Associate degree in Computer Science or technical certificate in web technology. BA or BS degree - Preferred
- Advanced PC and Mac skills - Required
- Advanced skills using multiple digital platforms, such as Android and iOS as well as familiarity with current web browsers
- Advanced mobile device applications knowledge
- Work under pressure and stress
- Can make quick and accurate decisions - Required
- Active participation in Christian evangelical church - Required