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Title

Technical Support Specialist 

About the Organization Faith Comes By Hearing is an Audio Bible ministry based in Albuquerque, New Mexico. Our vision is to get God's Word to every person, and we do this by recording Audio Bibles in every language and freely sharing them using the latest technology. We currently offer recordings in more than 1000 languages spoken by nearly 6 billion people around the world. We are looking for talented and skilled candidates to join us as we fulfill the Great Commission.

The purposes for which Faith Comes By Hearing is organized are wholly religious and include the following: To proclaim Jesus Christ as Lord in all that we do. The Corporation's Statement of Faith is as follows: Trusting in Jesus Christ as our Savior, we believe in: 1. The Bible as the inspired Word of God; 2. The Deity of our Lord Jesus Christ, God's Son; 3. The vicarious death of Jesus Christ for our sins, His bodily resurrection, and His personal return; 4. The presence and power of the Holy Spirit in the work of regeneration.
 
Position Render Technical Support Specialist  
Category Language Recording  
Description

The Render Technical Support Specialist supports the ministry of Faith Comes By Hearing by assisting the Language Recording Department in the development and implementation of an oral Bible translation software called Render. The person in this position will coordinate all aspects of Render technical support, communicating with Bible translation partner organizations and interfacing with the Render design and programming staff about suspected software problems. Responsibilities include training others both to use the software and to provide regional support for projects.

Responsibilities include:

Technical support for Render projects:

  • Maintain intimate and up-to-date familiarity with all facets of the Render software, including workflow, purpose of processes and syncing
  • Maintain familiarity with other programs associated with using Render, including PreRender and Bug Bundler
  • Maintain familiarity with hardware associated with Render projects
  • Ensure that each project has a trained and qualified agent assigned to the technical support role, whether providing that service or enlisting someone from a partner organization
  • Ensure that Render project administrators are thoroughly trained in the process of initializing the software on project devices and setting up their projects in Admin, whether providing that service or enlisting someone trained and qualified from a partner organization
  • Handle communication with partners regarding technical issues, questions regarding use of the software and feature requests
  • Diagnose the severity and urgency of issues and know how to handle each level of both
  • Take ownership of all technical issues, helping partners troubleshoot and providing prompt, accurate and actionable assistance to resolve each issue
  • Assume remote control over partners’ computers when necessary to resolve problems
  • Be available for limited emergency situations at whatever time they arise
  • Make hardware recommendations for partners when helpful
  • Refer unresolvable issues and suspected software problems to the Render product owner in a timely manner
  • Set up hardware for Render use as needed, including installation of Render software
  • Work with IT Department to troubleshoot and resolve issues related to hardware utilized for Render development and testing

Training and capacity building:

  • Work with partner organizations to recruit qualified people to assist in Render technical support
  • Develop and run partner training workshops
  • Train partners to become agents providing technical support for Render projects, serving as the point of contact within FCBH for issues they cannot resolve
  • Train partners to train administrators in initializing the software and setting up projects in Admin
  • Train or orient partners as needed in the use of the Render help desk
  • Assist in training others in the use of the Render software, including FCBH personnel and partners
  • Create and maintain support helps, such as videos, tutorials and manuals, and communicate with partners about availability of helps

Documentation:

  • Develop and run a help desk system through which partners make contact and receive responses regarding Render technical support, accommodating the various communication situations of global partners
  • Ensure proper recording and closure of all issues
  • Develop and maintain a systematic way of documenting issues, related research and outcomes/solutions so that it is accessible and useful to all stakeholders including product owners and programmers
  • Prepare accurate and timely reports as beneficial to the base of knowledge and as needed for reporting purposes

Other:

  • Keep abreast of research of developing technologies including but not limited to Windows tablets, microphones, speakers, etc.
  • Order necessary hardware for Render projects as needed
  • Participate in Render software testing as needed
  • Set up and troubleshoot demonstrations of Render software
  • Give Render demos internally and to visitors and partners as needed
  • Communicate with appropriate parties, both within and outside of FCBH, as necessary for the carrying out of duties
  • Maintain relevant files and documentation related to role
  • Assist in new employee training by informing on aspects related to role
  • Attend meetings as appropriate with visiting partners
  • Provide hospitality services to guests including tours and local transportation as needed.
  • Participate in relevant ongoing professional development.
  • Assist with other duties as needed
 
Position Requirements

Competencies:

  • Interpersonal and cross-cultural skills
  • Problem-solving skills
  • Written and verbal communication skills
  • Technical capacity
  • Timeliness
  • Collaboration skills
  • Organization skills
  • Ability to handle sensitive information with discretion

Preferred Education and Experience:

  • Degree in a related field of study from a college or technical school, or equivalent combination of education and experience
  • Experience in help desk and/or technical support

Qualifications:

  • Knowledgeable in help desk software options
  • Competent in at least one help desk software
  • Competent in Windows operating systems
  • Competent in Microsoft Office software including Outlook
  • Competent in videoconferencing software
  • Competent in TeamViewer or other remote support software
  • Knowledgeable in LAN technology
  • Familiar with SQLite
 
Location Faith Comes By Hearing  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Number of Openings 1  
Req Number LAN-18-00015  
Open Date 11/21/2018  

This position is currently accepting applications.

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