Technical Support Specialist I, Office (CE)

Join our Clubessential Brand within Golf & Club as Technical Support Specialist I, Office to make a real impact every day. We say that because we know that every conversation we have, every interface we design, and every new feature we ship is another opportunity for us to elevate everyday life experiences for our customers and the people and communities they serve.

The Technical Support Specialist I provides frontline technical support for Clubessential club management software and connected technologies within the Office General support team. The role owns client issues from initial contact through resolution or appropriate escalation across software, point-of-sale, hardware, configuration, and operational workflows. The specialist troubleshoots issues, guides clients through solutions, and maintains accurate case documentation across phone, email, and chat channels. This role helps create a consistent client experience while building broad technical and product expertise. 

Some of the things you'll do:

• Own assigned Office General support cases from initial contact through resolution or appropriate escalation while meeting established response and follow-up expectations. 

• Troubleshoot standard 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, reproduce reported behavior when possible, and review configuration, permissions, connectivity, and system settings to identify the cause of an issue. 

• Research knowledge resources, previous cases, known issues, and documented troubleshooting processes when a resolution is not immediately known. 

• Guide clients through troubleshooting and product workflows while explaining technical concepts clearly to technical and nontechnical users. 

• Document client interactions, troubleshooting steps, findings, and resolutions accurately in the case management system. 

• Prioritize assigned work based on urgency, client impact, case age, and established service expectations. 

• Recognize when an issue exceeds Level 1 scope and escalate with complete documentation to the appropriate Level 2 or internal resource. 

• Maintain ownership of the client experience by setting clear expectations, following through on commitments, and responding appropriately to client frustration. 

• Maintain current knowledge of supported products, releases, known issues, and troubleshooting practices. 

Working arrangements:

• Fully Remote in United States: You can work remotely in this position, provided you reside in United States, have full working rights and do not require sponsorship.

Qualifications

What would make me a good candidate?

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever-evolving and complex environment. We are inspired by meeting big-picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.

You'll need: 

• 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 both 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. 

 It would be great if you also have:

• Experience with point-of-sale systems, printers, peripheral hardware, or club management software. 

• Experience with Salesforce Service Cloud, Zendesk, or a similar case management platform. 

• Exposure to hospitality, private club, restaurant, retail, or membership-based operations. 
  
  

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you don't tick all the boxes, we still encourage you to apply.

Values and Life at Xplor 

Our five core values guide us from how we hire and recognize our team members to how we interact with our customers day to day: 

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome

If these values sound like you and describe people you want to work with, you will thrive at Xplor. 

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Ready to apply?

To start your application, please submit your resume, and we will be in touch as soon as we can.