Customer Support Specialist – Website, CE
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Job Description
Customer Support Specialist providing level 1 website and digital-product support for Clubessential’s private club and collegiate athletic software clients. Troubleshooting front-end, integration, and data issues remotely in the United States.
Responsibilities:
- Serve as the first point of contact for high-volume client support and service requests via phone, email, chat, and voicemail
- Provide level 1 technical support for Clubessential websites and related products
- Troubleshoot website issues involving layout, styling, content display, navigation, permissions, and integrations
- Use HTML and CSS to diagnose and resolve front-end website issues
- Investigate data-related issues using basic SQL queries or reporting tools when applicable
- Assess client needs and provide effective, value-added solutions
- Explain technical issues and resolutions to clients with varying levels of technical knowledge
- Document 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
- Maintain working knowledge of product updates, website enhancements, and support best practices
Requirements:
- Passion for delivering exceptional service and building positive client relationships across multiple communication channels
- Technical aptitude and curiosity about websites and software systems
- Foundational knowledge of HTML and CSS, with ability to troubleshoot and interpret front-end website issues
- Exposure to SQL or data querying concepts preferred, including investigating and validating data issues
- Self-motivated team player with a positive outlook and strong work ethic
- Strong problem-solving skills and ability to troubleshoot issues and guide clients to resolution
- Ability to explain technical concepts clearly to non-technical users
- Articulate, confident, and friendly communication skills
- Ability to multitask and manage priorities in a fast-paced, high-volume support environment
- Proven ability to work effectively across teams and coordinate accurately and efficiently
- Must be eligible to work in the United States, as the role is listed for remote work in the United States
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