Technical Support Specialist II (Accounting)

• Own Accounting and CE Payments cases from initial investigation through resolution or appropriate escalation while maintaining 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 across applicable workflows by reviewing configuration, mappings, transaction activity, batches, reporting, synchronization, and supporting examples.

• Investigate financial discrepancies by comparing expected versus actual system behavior and identifying whether configuration, workflow, data, integration, synchronization, or another technical factor contributed to the result.

• Identify patterns across transactions, members, batches, dates, accounts, or other records and assess potential financial, operational, or downstream impact.

• Manage complex or frustrated client situations by establishing a clear investigation plan, setting realistic expectations, maintaining ownership, and applying effective 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 and provide complete troubleshooting, examples, impact, and reproduction details.

• Guide clients through Clubessential’s accounting functionality and system behavior while leaving financial decisions and changes to the client’s books to their accounting team.

• Identify recurring issues, product concerns, and knowledge gaps and contribute findings, troubleshooting practices, and documentation that strengthen Accounting and Payments support.
  
  

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

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.

• 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.
  
  

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.

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