Level I Technical Support Specialist

Location: Cincinnati, OH

Type: Full Time

Min. Experience: Entry Level

About Clubessential

Clubessential provides cloud-based software solutions to the private club industry and is an Inc. 5000 fastest growing company. Our dedication to client success through technology innovation, industry expertise, exceptional service and beautiful design has helped us attract the business of some of the top clubs in the country including Hilton, Trump Golf, Four Seasons, The Olympic Club, Congressional Country Club, Pinehurst, Marriott and over 1400 other clients.

We are looking for a Technical Support Specialist to join our team, responsible for providing technical support & services 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

  • First point of contact for incoming Support & Services requests from clients with prioritization of phone calls, voice mails and emails
  • Provides Level I Support & Services for all Clubessential products, such as Website, Office (Accounting), Reservations, CRM, Mobile Menu and App
  • 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 interaction in CRM
  • Identify critical support needs and ensure prompt resolution, including “warm,” immediate transfers to Level II Support Teams
  • Coordinate the scheduling of “services” for the Level II Service Teams

 

Required Qualifications

  • Accounting experience or equivalent education
  • 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
  • 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 multi-task effectively in an energetic, fast-paced environment

 

Preferred Qualifications

  • Basic understanding of HTML or related web programming languages
  • Private-club/Hospitality Industry experience
  • Bachelor's Degree from a four-year college or university

 

Benefits

This is a full-time position with competitive benefits. The employment package includes a base salary with excellent earning potential. Clubessential offers full health care and retirement benefits including: 401K with company match, Medical, Dental and Vision Coverage Paid Time-Off, Flexible Spending, Healthcare and Dependent Care spending accounts.

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