Customer Support Specialist I

Clubessential

12d

About The Position

The Customer Support Specialist I, Website Support provides technical assistance to clients using Clubessential websites and related digital products. This role serves as a frontline resource for troubleshooting website functionality, content display issues, integrations, and data-related concerns while delivering a high-quality client support experience. This position offers a wide variety of challenges and learning opportunities and requires strong troubleshooting skills, foundational knowledge of web technologies, and the ability to communicate technical concepts clearly to non-technical users.

Requirements

Passion for delivering exceptional service and building positive client relationships across multiple communication channels
Technical aptitude with curiosity for how websites and software systems work
Foundational knowledge of HTML and CSS, with the ability to troubleshoot and interpret front-end website issues
Exposure to SQL or data querying concepts preferred, including the ability to investigate and validate data issues
Self-motivated team player with a positive outlook and strong work ethic
Strong problem-solving skills, able to think on your feet to troubleshoot issues and guide clients to a resolution
Ability to explain technical concepts clearly to non-technical users
Articulate, confident, and friendly communication skills
Ability to multitask effectively in an energetic, fast-paced environment
Proven ability to work effectively across teams, balancing client urgency with internal coordination to ensure accurate and efficient outcomes
Ability to multitask and manage priorities effectively in a fast-paced, high-volume support environment

Responsibilities

Serve as the first point of contact for high-volume client support and service requests via phone, email, chat, and voicemail, managing priorities across live channels
Provide level 1 technical support for Clubessential websites and related products
Troubleshoot website-related issues including layout, styling, content display, navigation, permissions, and integrations
Use foundational knowledge of HTML and CSS to diagnose and resolve front-end website issues
Investigate data-related issues using basic SQL queries or reporting tools, when applicable
Actively listen to assess client needs and provide effective, value-added solutions
Clearly explain technical issues and resolutions to clients with varying levels of technical knowledge
Document all client interactions, troubleshooting steps, and resolutions in CRM systems
Identify critical support needs and ensure timely resolution, including warm transfers to higher-level support teams when appropriate
Maintain working knowledge of product updates, website enhancements, and support best practices