GSD Global Support Tech Generalist English

The purpose of the Global Services Department is to help others come unto Christ by serving members, leaders, and employees globally in a simple, efficient, and Christ-centered way.

The Global Tech Support Generalist serves as the first point of contact for individuals seeking technical assistance and support. In this role, you will help resolve a wide range of technology issues involving desktops, laptops, mobile devices, software applications, operating systems, network connectivity, and Church-supported technologies.

This position combines technical troubleshooting with exceptional customer service. Successful candidates are energized by helping others, thrive in a fast-paced support environment, and enjoy solving problems while creating a positive customer experience.

Every interaction is an opportunity to support the global mission of the Church by ensuring members, leaders, and employees have the technology resources they need to serve effectively.

This is a full-time (40-hour/week) position. Under current hybrid working arrangements, employees are required to work in the Riverton, Utah office a minimum of one day per week, or more frequently as business needs require. This AWA hybrid working arrangement requires ongoing approval.

Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. From the IT professional who develops an app that sends the gospel message worldwide, to the facilities manager who maintains our buildings- giving Church members places to worship, teach, learn, and receive sacred ordinances-our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.

Only members of the Church who are worthy of a temple recommend qualify for employment. Apart from this, the Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law., * Acts as initial point of contact for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, applications and/or policies and procedures

• Provides technical support of hardware, systems, sub-systems and/or applications
• Assists with navigating around application menus, may be required to remote into customer’’s computer
• Troubleshoot network connectivity issues, working with remote employees on a corporate or Local Unit network
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
• Offers alternative solutions where appropriate
• Records all customer contact information in CRM system
• Escalates more complex problems to the Global Tech Support Specialist when appropriate
• Performs work under general supervision
• Serve as the primary point of contact for customers through phone, email, and chat channels.
• Deliver prompt, professional, and customer-focused technical support for hardware, software, systems, applications, and Church-supported technologies.
• Diagnose, troubleshoot, and resolve technical issues by gathering information, identifying root causes, and implementing effective solutions.
• Guide customers through technical processes using clear, easy-to-understand communication.
• Utilize remote support tools to assist users with troubleshooting and resolution.
• Support users experiencing network connectivity issues, VPN access challenges, password-related concerns, and other common technical issues.
• Document customer interactions, troubleshooting steps, and resolutions accurately within CRM systems.
• Maintain productivity and quality standards while managing multiple customer requests in a fast-paced environment.
• Build positive customer relationships through empathy, professionalism, and a commitment to excellent service.
• Escalate complex or specialized issues appropriately while maintaining ownership of the customer experience.
• Contribute to team success by sharing knowledge, identifying process improvements, and supporting a culture of continuous learning.
• Acts as initial point of contact for customers via telephone, email, or live chat to provide technical support of hardware, systems, sub-systems, applications and/or policies and procedures
• Provides technical support of hardware, systems, sub-systems and/or applications
• Assists with navigating around application menus, may be required to remote into customer’’s computer
• Troubleshoot network connectivity issues, working with remote employees on a corporate or Local Unit network
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus
• Offers alternative solutions where appropriate
• Records all customer contact information in CRM system
• Escalates more complex problems to the Global Tech Support Specialist when appropriate
• Performs work under general supervision
• Serve as the primary point of contact for customers through phone, email, and chat channels.
• Deliver prompt, professional, and customer-focused technical support for hardware, software, systems, applications, and Church-supported technologies.
• Diagnose, troubleshoot, and resolve technical issues by gathering information, identifying root causes, and implementing effective solutions.
• Guide customers through technical processes using clear, easy-to-understand communication.
• Utilize remote support tools to assist users with troubleshooting and resolution.
• Support users experiencing network connectivity issues, VPN access challenges, password-related concerns, and other common technical issues.
• Document customer interactions, troubleshooting steps, and resolutions accurately within CRM systems.
• Maintain productivity and quality standards while managing multiple customer requests in a fast-paced environment.
• Build positive customer relationships through empathy, professionalism, and a commitment to excellent service.
• Escalate complex or specialized issues appropriately while maintaining ownership of the customer experience.
• Contribute to team success by sharing knowledge, identifying process improvements, and supporting a culture of continuous learning.

• High School Diploma or equivalent required
• Associate degree or technical institute degree/certificate in Computer Science or Information Systems preferred
• 0 to 2 years previous computer technical support
• Fluency in reading, writing, and speaking both Spanish and English. Working in a fast-paced contact call center environment while providing technical support in both Spanish and English are required.
• Strong knowledge of computer hardware, Church meetinghouse technology, network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
• Understanding of Active Directory to unlock and reset passwords
• Proficient with troubleshooting all Windows Operating systems
• Ability to communicate clearly and professionally, both verbally and in writing
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer issues

Preferred

• Previous experience in a technical support, service desk, help desk, contact center, or customer support environment.
• Experience troubleshooting Windows operating systems.
• Understanding of Active Directory, including account unlocks and password resets.
• Experience supporting remote users, VPN connectivity, networking fundamentals, and device configuration.
• Familiarity with Church meetinghouse technology and related support systems.

Key Competencies

• Customer Focus
• Technical Troubleshooting
• Active Listening
• Problem Solving
• Adaptability
• Learning Agility
• Time Management
• Attention to Detail
• Collaboration
• Accountability
• Professional Communication
• Resilience Under Pressure, Call Centers, Communication Skills, Computer Certifications, Computer Hardware, Computer Science, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Collection, Desktop PC, Detail Oriented, English Language, Facilities Management, Hardware Administration, Help Desk, IP (Internet Protocol), Identify Issues, Information Technology & Information Systems, Laptop PC, Microsoft Active Directory, Microsoft Windows System Administration, Mobile Applications, Network Connectivity, Network Support, Online Chat, Operating Systems, Problem Solving Skills, Process Development, Process Improvement, Property Maintenance, Quality Management, Quality Metrics, Resolve Customer Issues, Root Cause Analysis, Software Administration, Software Development, Spanish Language, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Time Management, Training/Teaching, VPN (Virtual Private Network), VPN Software