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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