Department: Transcription & Correspondence Team
Posted: 04-20-2021
Location Name: Our Daily Bread
Wage: Depends on Experience Hourly
Position Type: Part Time – 30 Hours Per Week
Shift: First Shift
Provide customers with technical support, via email, ensuring that they have a great experience with ODB/ODBP via mobile applications, and websites in order to resolve their technical issue. Process and answer incoming ODBM/ODBP customer correspondence requiring a specialized personal response. Operate transcription software to type, edit, format, print, and revise various ODBM printed and audio materials.
Essential Functions:
Provide front line technical support via email.
Troubleshoot a variety of technical and non-technical issues customers are having with ministry websites, and mobile applications.
Track customer technical issues, maintain incident report, update FAQ page, and provide information to appropriate IS technical groups for posting on ODB/ODBP websites.
Report unsolved technical issues to the appropriate IS technical team.
Work closely with ministry teams to help identify, evaluate, and investigate technical (usability and user appeal) related problems. Help to resolve these issues.
Contribute to testing of new platforms and new mobile applications.
Track and categorize types of technical and non-technical issues, and file reports with Contact Center Communications Specialist, Marketing, IS, and other ministry teams.
Process orders and compose correspondence in response to customer inquiries.
Develop and maintain auto-text items to assist in responding more proficiently to recurring inquiries and processes.
Transcribe from audio files and printed copies (documents and manuscripts). May be required to determine format, layout, and style of documents to be typed.
Deliver completed transcribed copy in specific form requested.
Study or Knowledge and Experience:
College courses in English language and composition required or equivalent experience
Minimum typing skills of 60 words per minute
Ability to occasionally transcribe deep theological statements and Greek terminology.
Must be capable of adapting to continual changes to accommodate our members as well as the organization
Must be able to assimilate and recall a large network of detailed information
Excellent communication skills and technical ability, including keeping up with current trends in technology
Excellent spelling, and grammar skills
Strong analytical and troubleshooting skills
Proficient in Microsoft Office applications Word, Excel, Windows, PowerPoint, as well as Google Drive
Ability to utilize ODB/ODBP monitoring tools
Requires 1 year on job before efficient
Strive to live a life consistent with biblical principles and demonstrate continued growth and spiritual development.
Internal Work Environment:
Communication with various individuals throughout the ministry. Communication will be technical, statistical in nature, time-sensitive, and many times confidential and secure.
External Communication Requirements:
Extensive communication with customers. Some topics are sensitive and confidential. Able to explain highly technical details to non-technical members. Ability to calmly help members who are frustrated with technology so they better understand how to work through problems.
Leadership Responsibility:
Exercises independent judgment in interpreting instructions to prepare complex and detailed documents.
Stewardship of Resources:
Responsibilities have a direct impact on the cost to service a customer, and funds needed to operate a Contact Center.
Miscellaneous notes for consideration:
Repetitive motion required in work.
Our Daily Bread strives to embody a Biblically based commitment to Diversity and Inclusion
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