What are the responsibilities and job description for the Customer Support Specialist position at Clubessential?
JOB OVERVIEW
Clubessential provides cloud-based software solutions to the private club and University & College athletic markets and is an Inc. 5000 fastest growing company. We are financially backed by Battery Ventures, a top-tier technology investment firm, helping fuel our current and future growth. We are a lean, fast-paced, passionate team of professionals who thrive on delivering exceptional products and service to our clients and teammates. Our dedication to client success through technology innovation, industry expertise, exceptional customer support and beautiful design has helped us attract the business leaders in the private club industry such as country clubs, golf clubs, yacht clubs and social clubs, as well as leading collegiate athletic organizations and over 2,400 other clients.
We are looking for a customer support specialist to join our team, responsible for providing advanced technical support to our clients. This position provides a wide variety of challenges and opportunities requiring the use of tools, software, and technology to solve problems across multiple company functions.
RESPONSIBILITIES & DUTIES
- First point of contact for incoming support and services requests from clients with prioritization of phones, voicemail, and emails
- Provides level 1 support and services for all Clubessential products
- Actively listen and assess client needs to provide effective, value-added solutions
- Demonstrate accomplished understanding of the technical capabilities of our products
- Troubleshoot and resolve client issues in a timely manner
- Document client interactions in CRM
- Identify critical support needs and ensure prompt resolution, including “warm” immediate transfers to higher support teams
QUALIFICATIONS AND EXPERIENCE REQUIRED
- Passion for delivering exceptional service to clients, communicating effectively through multiple channels
- Technically proficient with curiosity for how software works and drive to master new software/technologies
- Articulate, confident and friendly communication skills
- Self-motivated team player with a positive outlook and strong work ethic
- Keen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution
- Ability to multitask effectively in an energetic, fast-paced environment
- Bachelor’s degree from a four-year college or university preferred
Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
