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 from the initial investigation to resolution or suitable escalation.

• Ensure timely and consistent communication with clients.

• Examine 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 by analyzing configurations, mappings, transaction activities, batches, reporting, synchronization, and associated examples.

• Investigate financial inconsistencies by comparing expected versus actual system behavior.

• Determine whether discrepancies arise from configuration, workflow, data, integration, synchronization, or other technical factors.

• Identify patterns across transactions, members, batches, dates, accounts, or other records and evaluate financial, operational, or downstream impacts.

• Manage intricate or challenging client situations by formulating investigation plans, setting realistic expectations, maintaining ownership, and employing de-escalation techniques.

• Prioritize cases based on financial implications, client impact, urgency, case age, service expectations, and escalation risks.

• Ascertain when to involve Level 3, Development, IT, Payments, leadership, Customer Success, or other internal resources.

• Provide comprehensive troubleshooting, examples, impacts, and reproduction details during escalations.

• Assist clients in navigating Clubessential accounting functionality and system behavior while allowing clients’ accounting teams to make financial decisions and changes.

• Recognize recurring issues, product concerns, and knowledge gaps.

• Contribute insights, troubleshooting methods, and documentation that enhance Accounting and Payments support.

⛳️ Requirements

• Extensive knowledge 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 resolution is not immediately apparent.

• Demonstrated capability to manage intricate or financially significant cases with precise documentation, timely communication, and strong case ownership.

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

• Proficiency in clearly communicating technical and financial-system concepts and de-escalating challenging client situations.

• Ability to recognize client, financial, and operational risks and determine when additional technical or leadership involvement is necessary.

• Capability to adhere to the defined support schedule, including evening, weekend, or emergency coverage when assigned.

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

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

• Familiarity with Salesforce Service Cloud, Zendesk, or a comparable 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.

• Must reside in the United States.

• Must possess full working rights in the United States.

• Must not require sponsorship.

🏝️ Benefits

• Fully remote work arrangement available for residents of the United States.

• Opportunity to collaborate with a global network of colleagues.

• Access to tools and support for professional success and growth.

• Opportunities to contribute to documentation, troubleshooting practices, and support effectiveness.

• A diverse, inclusive workplace centered on shared values and lived experiences.