[Remote] Customer Support Specialist I (Office)
Note: The job is a remote job and is open to candidates in USA. Clubessential provides cutting-edge cloud-based software solutions tailored for the private club and collegiate athletic markets. The Customer Support Specialist provides advanced technical and functional support to clients, serving as a primary point of contact for troubleshooting software and IT-related issues while building trusted client relationships.
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
Skills
- 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
- Passion for delivering exceptional client service through multiple communication channels
- Bachelor's degree in Business Administration, Accounting, Finance, or a related field
- Golf/Club Industry experience
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