Customer Support Specialist II (Accounting)

Clubessential

74d

About The Position

The Customer Support Specialist provides advanced technical and functional support to Clubessential clients across a wide range of products and services. This role serves as a primary point of contact for client support requests, troubleshooting software, payment solutions, hardware, and general IT-related issues while building trusted client relationships and delivering timely, effective resolutions. The Customer Support Specialist II (Accounting) will blend expertise in client support with a focus on payment solutions, integrating accounting fundamentals and technical proficiency. This role encompasses both advanced technical support and management of payment support, and ongoing client relations. You will be the go-to person for resolving client cases related to payment processing, accounting, and reporting.

Requirements

Bachelor’s degree in Business Administration, Accounting, Finance, or a related field preferred.
Strong technical proficiency with curiosity and ability to quickly learn new software and technologies.
Solid understanding of financial processes including budgeting, forecasting, and financial reporting.
Exceptional communication skills with the ability to interact effectively with both technical and non-technical stakeholders.
Demonstrated problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
Process-oriented with a knack for improving and streamlining operations.
Team-oriented with a proactive approach to client support and relationship management.

Responsibilities

Serve as the initial contact for client support requests via phone, email, chat and voicemail, ensuring timely and effective resolution.
Provide advanced support for Clubessential products including accounting, payments, membership, banquets, reporting, hardware integrations, and related technical environments.
Document client interactions comprehensively in CRM systems and manage escalation to higher support levels when necessary.
Engage with clients to understand their needs, offering value-added solutions and demonstrating technical proficiency.
Troubleshoot payment solution issues and work with third-party partners to resolve complex problems related to credit card devices, networking and processing.
Act as a trusted advisor to clients, managing expectations and promoting product adoption.
Proactively monitor client utilization and health, identify at-risk accounts, and implement strategies to improve retention and satisfaction.
Maintain full product knowledge by engaging in product release information along with any new products or services offered
Assist Product team and Internal Customers to develop ideas, concepts and solutions that help the product meet company objectives allowing for company growth and ease to implement and support the product ongoing.
Own and resolve complex, multi-system client issues related to payment processing, accounting workflows, and reporting with minimal escalation.