Note: The job is a remote job and is open to candidates in USA. Clubessential provides cloud-based software solutions to the private club and University & College athletic markets. The Customer Support Specialist I, Website Support provides technical assistance to clients using Clubessential websites and related digital products, serving as a frontline resource for troubleshooting and delivering high-quality client support.
Responsibilities
- 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
Skills
- 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
- 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
- Exposure to SQL or data querying concepts preferred, including the ability to investigate and validate data issues
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