ClubReady, LLC

Customer Support

• Provide outstanding customer support for a suite of software products through all support channels (tickets, chat, phone/Zoom) and ongoing management of tickets.
• Identify and resolve customer issues, using various troubleshooting methods and resources.
• Communicate effectively with customers, both verbally and in writing, to address their concerns and provide solutions.
• Ensure a positive customer experience by providing timely and accurate support and addressing their needs and effectively communicating ticket status and resolution.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Take ownership of customer issues and provide resolution or know when and how to escalate issues to appropriate teams.
• Create documentation and knowledge base articles to improve service delivery.
• Act as liaison between clients and management to enhance overall customer experience.
• Meet live chat, response time, and customer satisfaction performance targets.

Customer Support Specialist

Data Engineer

• Design, optimize, and maintain stored procedures and SSRS reports across the ClubReady reporting environment
• Own the customer-facing Postgres data mart product serving enterprise clients
• Co-own migrating from the legacy Go ETL to the new Fivetran → Snowflake → dbt → Postgres pipeline, partnering with the central data team
• Serve as technical domain expert for assisting data mart customers
• Triage and resolve customer-reported data discrepancies
• Author Azure DevOps work items, review pull requests, and operate inside two-week sprints
• Maintain the internal data dictionary and the external data documentation
• Tune queries and indexes against very large tables (multi-billion-row scale) where wrong choices have real customer-visible cost
• Join customer calls directly with enterprise account managers and customer-side data analysts to scope and deliver work

Customer Support Specialist

Senior Data Engineer