Technical Support Specialist I, Office (CE)
About The Position
The Technical Support Specialist I provides frontline technical support for Clubessential club management software and connected technologies on the Office General support team. The role owns client issues from initial contact through resolution or appropriate escalation across software, point-of-sale, hardware, configuration, and operational workflows. The specialist troubleshoots issues, guides clients through solutions, and maintains accurate case documentation across phone, email, and chat channels. The role supports a consistent client experience while building broad technical and product expertise. This position is fully remote within the United States, provided the employee resides in the United States, has full working rights, and does not require sponsorship. The role's defined support schedule may include evening, weekend, or emergency coverage when assigned.
Requirements
- Experience in customer support, technical support, SaaS support, hospitality technology, or a comparable client-facing environment.
- Ability to troubleshoot software, hardware, configuration, or connectivity issues using a structured problem-solving approach.
- Ability to communicate technical information clearly to technical and nontechnical users.
- Ability to manage multiple cases and priorities while maintaining timely client communication and accurate documentation.
- Demonstrated customer service skills, including ownership, follow-through, and professional handling of frustrated clients.
- Ability to learn a broad software platform and apply product knowledge across multiple workflows.
- Ability to work the defined support schedule, including evening, weekend, or emergency coverage when assigned.
- Must reside in the United States, have full working rights, and not require sponsorship.
Nice To Haves
- Experience with point-of-sale systems, printers, peripheral hardware, or club management software.
- Experience with Salesforce Service Cloud, Zendesk, or a similar case management platform.
- Exposure to hospitality, private club, restaurant, retail, or membership-based operations.
Responsibilities
- Own assigned Office General support cases from initial contact through resolution or appropriate escalation while meeting response and follow-up expectations.
- Troubleshoot standard issues involving Classic POS, printers, hardware, employee and item configuration, membership, inventory, Guest Rooms, Mobile Ordering, Mobile POS, KDS, kiosks, reporting, and system settings.
- Gather relevant details, reproduce reported behavior when possible, and review configuration, permissions, connectivity, and system settings to identify causes.
- Research knowledge resources, previous cases, known issues, and documented troubleshooting processes when a resolution is not immediately known.
- Guide clients through troubleshooting and product workflows, explaining technical concepts clearly to technical and nontechnical users.
- Accurately document client interactions, troubleshooting steps, findings, and resolutions in the case management system.
- Prioritize assigned work based on urgency, client impact, case age, and established service expectations.
- Recognize issues that exceed Level 1 scope and escalate them with complete documentation to the appropriate Level 2 or internal resource.
- Maintain ownership of the client experience by setting clear expectations, following through on commitments, and responding appropriately to client frustration.
- Maintain current knowledge of supported products, releases, known issues, and troubleshooting practices.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
