Technical Support Specialist II, Accounting

Clubessential

. Own Accounting and CE Payments cases from initial investigation through resolution or appropriate escalation .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own Accounting and CE Payments cases from initial investigation through resolution or appropriate escalation
Maintain timely and consistent client communication
Investigate issues across 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 reviewing configuration, mappings, transaction activity, batches, reporting, synchronization, and supporting examples
Investigate financial discrepancies by comparing expected versus actual system behavior
Identify whether configuration, workflow, data, integration, synchronization, or another technical factor contributed to discrepancies
Identify patterns across transactions, members, batches, dates, accounts, or other records and assess financial, operational, or downstream impact
Manage complex or frustrated client situations by establishing investigation plans, setting realistic expectations, maintaining ownership, and applying de-escalation techniques
Prioritize cases based on financial impact, client impact, urgency, case age, service expectations, and escalation risk
Determine when Level 3, Development, IT, Payments, leadership, Customer Success, or another internal resource should become involved
Provide complete troubleshooting, examples, impact, and reproduction details during escalations
Guide clients through Clubessential accounting functionality and system behavior while leaving financial decisions and changes to clients’ accounting teams
Identify recurring issues, product concerns, and knowledge gaps
Contribute findings, troubleshooting practices, and documentation that strengthen Accounting and Payments support

Requirements

What you’ll need

Strong working knowledge of accounting and financial workflows, including payment processing, reconciliation, transaction reporting, billing, or financial reporting
Experience independently troubleshooting complex software, SaaS, payments, accounting, or financial-system issues where the cause or resolution is not immediately known
Demonstrated ability to manage complex or financially impactful cases with accurate documentation, timely communication, and strong case ownership
Strong analytical and critical-thinking skills for tracing activity across interconnected workflows and identifying patterns or discrepancies
Ability to communicate technical and financial-system concepts clearly and de-escalate frustrated client situations
Ability to recognize client, financial, and operational risk and determine when additional technical or leadership involvement is required
Ability to work the defined support schedule, including evening, weekend, or emergency coverage when assigned
Experience supporting payment processing, accounting software, financial technology, POS systems, or club management software
Experience 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
Must reside in the United States
Must have full working rights in the United States
Must not require sponsorship

Benefits

Comp & perks

Fully remote work arrangement for residents of the United States
Opportunity to work with a global network of colleagues
Tools and support for professional success and growth
Opportunities to contribute to documentation, troubleshooting practices, and support effectiveness
Diverse, inclusive workplace centered on shared values and lived experiences