Technical Support Specialist I, Office

🔥 6 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Clubessential

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1998

💼 Consulting

🏨 Hospitality

📣 Marketing

💰 Series unknown on 2016-08

Consulting • Hospitality • Marketing

Clubessential is a software-as-a-service company that provides integrated club management technology and digital tools for private clubs, country clubs, yacht clubs, HOAs, and similar membership organizations. Its platform — the Essential Suite — includes club management software, reservations, mobile ordering, POS, mobile apps, CRM, membership analytics and predictive tools, payments, websites, and specialty modules (banquets, marina, spa, tournament management) to streamline operations, improve member experiences, and increase staff efficiency. Trusted by more than 1,300 clubs serving over 2 million members, Clubessential focuses on mobile-first, experience-driven solutions for recruiting, engaging, and retaining members.

📋 Description

• Own assigned Office General support cases from initial contact through resolution or appropriate escalation • Troubleshoot issues across Classic POS, printers, hardware, employee and item configuration, membership, inventory, Guest Rooms, Mobile Ordering, Mobile POS, KDS, kiosks, reporting, and system settings • Gather relevant details and reproduce reported behavior when possible • Review configuration, permissions, connectivity, and system settings to identify issue causes • Research knowledge resources, previous cases, known issues, and documented troubleshooting processes • Guide clients through troubleshooting and product workflows across phone, email, and chat • Explain technical concepts clearly to technical and nontechnical users • Document client interactions, troubleshooting steps, findings, and resolutions in the case management system • Prioritize assigned work based on urgency, client impact, case age, and service expectations • Escalate issues beyond Level 1 scope to Level 2 or appropriate internal resources with complete documentation • Set clear expectations, follow through on commitments, and respond appropriately to client frustration • Maintain current knowledge of supported products, releases, known issues, and troubleshooting practices

🎯 Requirements

• Experience in customer support, technical support, SaaS support, hospitality technology, or a comparable client-facing environment • Ability to troubleshoot software, hardware, configuration, or connectivity issues using a structured problem-solving approach • Ability to communicate technical information clearly to technical and nontechnical users • Ability to manage multiple cases and priorities while maintaining timely client communication and accurate documentation • Demonstrated customer service skills, including ownership, follow-through, and professional handling of frustrated clients • Ability to learn a broad software platform and apply product knowledge across multiple workflows • Ability to work the defined support schedule, including evening, weekend, or emergency coverage when assigned • Reside in the United States • Have full working rights in the United States • Must not require sponsorship • Experience with point-of-sale systems, printers, peripheral hardware, or club management software is advantageous • Experience with Salesforce Service Cloud, Zendesk, or a similar case management platform is advantageous • Exposure to hospitality, private club, restaurant, retail, or membership-based operations is advantageous

🏖️ Benefits

• Remote work in the United States • Global network of talented colleagues supporting professional success • Tools and opportunities to deliver great work and grow at speed • Diverse and inclusive work environment • Evening, weekend, or emergency coverage opportunities when assigned