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.

Employment type
Full Time

Work arrangement
Yes