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User 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 User Support Specialist  
Category Technology Development  

Your mission is to deliver high-quality customer care experiences, including technical support, that drives positive brand sentiment and awareness. You will be the first contact with users: taking and responding to requests for support, creating tickets and routing them to our technical team when necessary.

You will anticipate and support the users' needs concerning various products including website, FCBH website, and other apps as needed. You will respond to questions and customer concerns and recommend process improvements whenever possible. You will conduct reviews and tests of the products assigned to you daily and/or as requested. You will work collaboratively and independently to drive innovation and enhance the user experience.


  • Respond to general and technical inquiries on a web-based help desk tool, app stores, and social channels such as YouTube, Instagram, and Facebook - you may also be required to create content for the social media platforms
  • Create and correctly assign tickets when necessary to a more specialized support agent
  • Assist users in navigating the website and mobile app, as well as other products
  • Conduct daily product reviews and tests of mobile, website, and software platforms, and dedicatedly communicate emerging customer-facing issues and concerns to internal and outsourced teams
  • Collaborate with other support agents and your peers to improve the support experience for users
  • Create FAQ entries and support articles that address growing inquiries for the various products and successfully add them to the online helpdesk tool
  • Strive to deliver unique personalized interactions that amplify the brand and demonstrate best in class user care
  • Provide creative solutions to any problem presented or bring to the attention of the Scripture Engagement Technology Coordinator for resolution
Position Requirements


  • Relevant experience in customer support, tech support, retail, or hospitality
  • Patience, grace, and a sense of humor
  • Excellent writing, typing, and communication skills
  • Capable of taking technical language and making it understandable to non-technical people
  • Comfortable with a high volume of communication concerning multiple products – each differing in function and design – and switching tasks at a moment’s notice
  • Quick to resolve issues that pop up, and collaborate with developers
  • Proficiency in iOS, Android devices, and various social media channels
  • Ability to maintain complete confidentiality of users’ records and information
  • Servant’s heart and love for communicating with all types of people


  • 3+ Years of Customer Service or Tech Support experience for online platforms
  • Familiarity with various web-based help desk tools such as Freshdesk, Freshchat, Jira, etc.
  • Familiarity with testing of both mobile and website platforms
  • Familiarity with digital marketing
Location Faith Comes By Hearing  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Number of Openings 1  
Req Number TEC-19-00003  
Open Date 10/30/2019  

This position is currently not accepting applications.

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