Technical Support Specialist II, Accounting

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of Accounting and CE Payments cases, guiding them from initial investigation to resolution or appropriate escalation while ensuring timely and consistent communication with clients.

• Investigate issues related to Accounts Payable, General Ledger, bank reconciliation, membership billing, Member AR, payment and charge batches, month-end workflows, online payments, PayCloud, card-present payments, settlements, refunds, disputes, reporting, inventory, and supported integrations.

• Trace transactions and system behavior through workflows by examining configurations, mappings, transaction activities, batches, reporting, synchronization, and supporting examples.

• Analyze financial discrepancies by comparing expected and actual system behaviors, identifying contributing factors such as configuration, workflow, data, integration, synchronization, or technical issues.

• Detect patterns across transactions, members, batches, dates, accounts, or other records to evaluate potential financial, operational, or downstream impacts.

• Handle complex or challenging client situations by devising investigation plans, setting expectations, maintaining ownership, and employing de-escalation techniques.

• Prioritize cases based on financial impact, client significance, urgency, case duration, service expectations, and escalation risk.

• Assess when to involve Level 3, Development, IT, Payments, leadership, Customer Success, or other internal resources, providing comprehensive troubleshooting, examples, impact assessments, and reproduction details.

• Assist clients in navigating Clubessential accounting functionalities and system behaviors while allowing their accounting team to handle financial decisions and modifications.

• Identify recurring issues, product concerns, and knowledge gaps, contributing insights, troubleshooting techniques, and documentation to enhance Accounting and Payments support.

⛳️ Requirements

• Comprehensive understanding of accounting and financial workflows, including payment processing, reconciliation, transaction reporting, billing, or financial reporting.

• Proven experience in independently troubleshooting complex software, SaaS, payments, accounting, or financial-system issues where the cause or solution is not immediately apparent.

• Demonstrated capability in managing intricate or financially significant cases while maintaining thorough documentation, timely communication, and strong case ownership.

• Strong analytical and critical-thinking abilities to trace activities across interconnected workflows and identify patterns or discrepancies.

• Proven ability to articulate technical and financial-system concepts clearly and to de-escalate challenging client situations.

• Skill in recognizing client, financial, and operational risks and determining when additional technical or leadership involvement is necessary.

• Willingness to adhere to the defined support schedule, including evening, weekend, or emergency coverage as required.

• Experience in supporting payment processing, accounting software, financial technology, POS systems, or club management software.

• Familiarity with merchant processing, payment devices, settlements, chargebacks, ACH, or third-party financial integrations.

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

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field, or an equivalent combination of education and relevant professional experience.

🏝️ Benefits

• Fully remote work arrangement within the United States.

• Global network of talented colleagues.

• Tools and support for success and accelerated growth.

• Opportunities to contribute to documentation, troubleshooting practices, and professional development.