Customer Support Specialist I (Office)

Clubessential

About The Position

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.

Requirements

Passion for delivering exceptional client service through multiple communication channels
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

Nice To Haves

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

Responsibilities

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