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Customer Support Specialist (Website - CE)

Clubessential -
Remote

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Job Details

Full-time
$0 a year

Qualifications

Non-technical user support
Customer relationship building
CSS
Customer support
Technical Proficiency
HTML

Full Job Description

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 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 thoughtful design has helped us earn the trust of business leaders across country clubs, golf clubs, yacht clubs, social clubs, and leading collegiate athletic organizations, serving over 2,400 clients.

The Customer Support Specialist I, Website Support provides technical assistance to clients using Clubessential websites and related digital products. This role serves as a frontline resource for troubleshooting website functionality, content display issues, integrations, and data-related concerns while delivering a high-quality client support experience. This position offers a wide variety of challenges and learning opportunities and requires strong troubleshooting skills, foundational knowledge of web technologies, and the ability to communicate technical concepts clearly to non-technical users.

Responsibilities and Duties

Serve as the first point of contact for high-volume client support and service requests via phone, email, chat, and voicemail, managing priorities across live channels
Provide level 1 technical support for Clubessential websites and related products
Troubleshoot website-related issues including layout, styling, content display, navigation, permissions, and integrations
Use foundational knowledge of HTML and CSS to diagnose and resolve front-end website issues
Investigate data-related issues using basic SQL queries or reporting tools, when applicable
Actively listen to assess client needs and provide effective, value-added solutions
Clearly explain technical issues and resolutions to clients with varying levels of technical knowledge
Document all client interactions, troubleshooting steps, and resolutions in CRM systems
Identify critical support needs and ensure timely resolution, including warm transfers to higher-level support teams when appropriate
Maintain working knowledge of product updates, website enhancements, and support best practices

Qualifications and Experience Required

Passion for delivering exceptional service and building positive client relationships across multiple communication channels
Technical aptitude with curiosity for how websites and software systems work
Foundational knowledge of HTML and CSS, with the ability to troubleshoot and interpret front-end website issues
Exposure to SQL or data querying concepts preferred, including the ability to investigate and validate data issues
Self-motivated team player with a positive outlook and strong work ethic
Strong problem-solving skills, able to think on your feet to troubleshoot issues and guide clients to a resolution
Ability to explain technical concepts clearly to non-technical users
Articulate, confident, and friendly communication skills
Ability to multitask effectively in an energetic, fast-paced environment
Proven ability to work effectively across teams, balancing client urgency with internal coordination to ensure accurate and efficient outcomes
Ability to multitask and manage priorities effectively in a fast-paced, high-volume support environment

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.

Important Notice Regarding Email Communication from Clubessential Holdings

Please be advised that Clubessential Holdings will only contact you using email addresses with the domain name of clubessentialholdings.com.

We have been made aware of attempts to impersonate our company using domains such as clubessentialcareers.com. These emails are not affiliated with Clubessential Holdings and may be part of a scam. We strongly advise against engaging with any correspondence that does not originate from an official clubessentialholdings.com email address.

If you receive a suspicious email or have any questions or concerns, please contact us directly at [email protected].

Your security and trust are important to us.

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