Customer Support Specialist

Responsibilities & Duties

• First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voicemails, and emails.
• Provides technical support & services for all products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App (all inclusive), G Suite, and MS Office.
• Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Support Teams.
• Provide excellent customer service through all support channels and ongoing ticket management.
• Act as liaison between clients and management to build positive working relationships with customers by effectively communicating ticket status and resolution to customers.
• Create documentation and knowledge base articles to improve service delivery.
• Take ownership of customer issues and provide resolution or escalate when necessary.
• Communicate with other departments including sales, implementation, development, and technology to ensure client needs are met.
• Adherence to established Service Level Agreements (SLAs) by meeting live chat, response time, and customer satisfaction performance targets.
• Must implement, use, and understand the software.
• In a friendly and timely manner, manage the queue of inquiries daily that consist of phone calls, emails, and chats.
• Take full responsibility for their own cases by addressing them daily, or at their next available time.
• Must exhibit well-mannered communication skills with the clientele and work colleagues, and work well in a team setting.

Qualifications & Experience

• Passion for delivering exceptional service to clients, communicating through multiple channels (phone, email, chat).
• Technically savvy with curiosity for how software works and drive to master new software/technologies.
• Keen problem solver, able to think on their feet to troubleshoot an issue and guide clients to a resolution that are both technical and non-technical.
• Ability to multi-task effectively in an energetic, fast-paced environment.
• College degree preferred and/or up to a year of equivalent relevant experience.
• Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required.

foreUP/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.

foreUP/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.