- Junior
- Office in Southlake
Job Title: Rock RMS Support Associate
Department: Digital Product Management
Reports To: Rock Product Manager
Job Summary
The Rock RMS Support Associate plays a critical role in supporting staff, volunteers, and ministry teams in their daily use of Rock RMS, our Church Management System. This position ensures the smooth operation, adoption, and usability of Rock across all departments by providing technical support, maintaining data accuracy, and assisting with documentation and training efforts.
Key Responsibilities
- User Support & Troubleshooting
- Respond to support requests via helpdesk, email, and in-person interactions.
- Troubleshoot issues related to Rock functionality, workflows, check-in, and integrations.
- Escalate complex issues to the Rock RMS Administrator or Product Manager as needed.
- System Maintenance & Data Management
- Perform day-to-day tasks such as updating records, managing event registrations, maintaining group structures, and processing form submissions.
- Monitor data integrity and assist with deduplication and data cleanup efforts.
- Support ministry teams with managing communication lists, attributes, and tags.
- Training & Documentation
- Create and maintain user-friendly documentation and how-to guides for staff and volunteers.
- Assist with onboarding and training new users on Rock RMS features and best practices.
- Host occasional workshops or training sessions for teams using Rock.
- Platform Configuration Support
- Help build and configure simple workflows, forms, and reports under the direction of the Product Manager or Admin.
- Support seasonal updates to check-in, schedules, volunteer roles, and service opportunities.
- Cross-Team Collaboration
- Partner with ministry teams to understand their needs and suggest Rock solutions.
- Work closely with the web, app, and communication teams for integrated experiences across platforms.
- Assist with QA testing for upgrades, plugins, or new features.
Qualifications
- 1–2 years’ experience supporting software systems or databases (Rock RMS experience preferred)
- Strong communication and interpersonal skills
- Detail-oriented with a knack for organizing data and solving problems
- Comfort with learning new software and explaining it to non-technical users
- Familiarity with church operations, volunteer structures, or ministry workflows a plus
Preferred Skills:
- Experience with Rock RMS, including person records, groups, forms, check-in, and workflows
- Working knowledge of church systems like Planning Center, Ministry Safe, or Checkr
- Ability to write clear support documentation or training materials
- Familiarity with tools like Slack, Asana, or other team collaboration software
