Customer Support Specialist I (Office)

The Customer Support Specialist provides advanced technical and functional support to Clubessential clients across a wide range of products and services. This role serves as a primary point of contact for client support requests, troubleshooting software, payment solutions, hardware, and general IT-related issues while building trusted client relationships and delivering timely, effective resolutions. 

The position offers a wide variety of challenges requiring technical aptitude, accounting fundamentals, problem-solving skills, and the ability to communicate clearly across multiple channels in a fast-paced environment. 

Responsibilities 

Client Support and Technical Assistance 

• Serve as the first point of contact for incoming client support and service requests via phone, email, chat, and voicemail 

• Provide level 1 support and troubleshooting for Clubessential products, including accounting, payments, membership, banquets, reporting, hardware integrations, and general IT-related issues such as device setup, connectivity, and system access 

• Actively listen to assess client needs and deliver effective, value-added solutions 

• Demonstrate a strong understanding of product functionality and technical capabilities 

• Troubleshoot and resolve client issues in a timely manner, including payment processing and reporting issues 

• Document all client interactions thoroughly within CRM systems 

• Identify critical support needs and ensure prompt resolution, including warm transfers to higher-level support teams when required 

• Maintain up-to-date product knowledge through product releases, enhancements, and new services 

• Act as a trusted advisor to clients, managing expectations and promoting product adoption 

• Monitor client utilization, identify at-risk clients, and contribute to retention and satisfaction initiatives 

• Collaborate with Product and internal teams to share client feedback and contribute ideas that support product improvement, scalability, and ease of ongoing support 

Qualifications and Experience 

• Passion for delivering exceptional client service through multiple communication channels 

• Industry experience preferred 

• Bachelor’s degree in Business Administration, Accounting, Finance, or a related field preferred 

• Strong technical proficiency with curiosity and drive to learn new software and technologies 

• Solid understanding of accounting and financial processes 

• Articulate, confident, and friendly communication skills with excellent grammar 

• Self-motivated, team-oriented professional with a positive attitude and strong work ethic 

• Strong problem-solving skills with the ability to think quickly and guide clients to resolution 

• Ability to multitask and manage priorities effectively in a fast-paced, high-volume environment 

• Process-oriented mindset with interest in improving and streamlining operations 

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Important Notice Regarding Email Communication from Clubessential Holdings

Please be advised that Clubessential Holdings will only contact you using email addresses with the domain name of clubessentialholdings.com.

We have been made aware of attempts to impersonate our company using domains such as clubessentialcareers.com. These emails are not affiliated with Clubessential Holdings and may be part of a scam. We strongly advise against engaging with any correspondence that does not originate from an official clubessentialholdings.com email address.

If you receive a suspicious email or have any questions or concerns, please contact us directly at recruiting@clubessentialholdings.com.

Your security and trust are important to us.