Client Support Specialist

Points North • , (Multiple States)

1d • $55,000 - $70,000 • Remote

About The Position

Points North is looking for a Client Support Specialist to join our team! As a Client Support Specialist, you will be a part of our front-line support team and expand our time zone coverage to the Pacific coast. Most of your time will be spent helping clients understand how to navigate the complexity of payroll and compliance reporting. A key challenge you will encounter is investigating where a change occurred in a client’s business processes or an unexpected piece of data occurred in a client’s software ecosystem that resulted in unexpected values in a pre-payroll file or certified payroll report.

Requirements

• Excellent written and verbal communication skills, ability to articulate instruction clearly
• Empathy and patience, someone who can put themselves in the shoes of our customers
• Agile time management and client request triaging skills in a fast-paced environment
• Passion for continuous learning and new challenges
• A strong eye for detail, especially with numbers in reports and worksheets
• Ability to translate technical concepts with non-technical users
• Comfortable working as a member of remote team
• 3+ years’ experience in a customer support or service position
• 1+ year experience supporting customers with a proprietary product or service
• Experience and knowledge of troubleshooting methodologies
• Willingness to work Pacific time zone standard business hours (8:00am-5:00pm PT)

Nice To Haves

• Experience with software integration via application programming interfaces (API’s) and delimited files, preferred
• 1+ year industry, or industry adjacent, experience highly preferred – ex. Prevailing wage, payroll, government agencies (DOL), construction
• Proficient in the Microsoft Office Suite and Hubspot, preferred

Responsibilities

• Communicate with clients by phone, email, and team collaboration platforms (such as Microsoft Teams).
• Identify client issues with Points North’s software as a service (SaaS) certified payroll and compliance products.
• Troubleshoot Points North products and integration with third party products (such as payroll or timekeeping systems).
• Resolve a wide mixture of problem complexity, requiring between 5 minutes to several hours to achieve resolution.
• Work independently on support requests approximately 80% of the work week.
• Collaborate with subject matter experts (SMEs) and Technical Support over team collaboration platforms on complex or technical issues.
• Escalate client product enhancement requests and potential software bugs.
• Document and track each support request in support’s ticketing system.
• Perform research within the prevailing wage sector.
• Participate in daily and weekly sprint activities to continuously improve knowledge, processes, and tools.

Benefits

• Health Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy.
• Retirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.
• Time Off: Generous PTO, paid holidays, and Volunteer Time Off (VTO) are offered so that you can take time to recharge and give back to what matters to you.
• Growth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career.
• Flexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed