Customer Support Agent

About the role

The Customer Support Agent provides intermediate‑level assistance to patrons of FamilySearch International in the West Africa region. The role combines data entry, phone handling and problem‑solving to support the Church’s mission while delivering compassionate service.

Key responsibilities

• Receive and route calls, emails and visitors, addressing basic inquiries and escalating when needed.
• Research, duplicate and resolve patron issues, tracking interactions and generating reports for engineering teams.
• Assist with special projects for the Africa West Area, contributing to process improvements and supporting team members in issue analysis.
• Maintain accurate records, perform filing, and ensure data integrity through detailed entry and verification.

Required profile

• Member of the Church of Jesus Christ of Latter‑day Saints with a current temple recommend.
• Bachelor’s degree in Administration, Information Technology, or related field, plus 3‑5 years of relevant experience.
• Detail‑oriented with strong deductive reasoning and ability to spot subtle data differences.
• Fluent in written and spoken English and French (West African dialects).

Required skills

• Proficiency with Microsoft Excel.
• Fast typing speed (minimum 40 WPM) and effective internet search abilities.
• Strong oral and written communication in English and French.
• Basic knowledge of computer hardware installation and ability to learn new software quickly.