Product Support Specialist

Wagepoint; Remote; CAD 60,000 - 80,000; Full time

Job summary

A payroll technology company is seeking a Product Support Specialist in Calgary, Alberta. You'll work directly with customers to resolve payroll-related queries and collaborate with various teams. Ideal candidates should possess payroll knowledge, PCP Certification, and experience in customer support within a SaaS environment. This role emphasizes independent work and offers a remote-friendly culture, contributing directly to the company's growth and innovation.

Benefits

Opportunities for professional development

Friendly team environment

Flexible remote work

Qualifications

• 6 months to 2 years experience in payroll processing or in a payroll processing environment.
• Experience in customer support/service within a SaaS company is an asset.

Responsibilities

• Connect with customers to answer questions and help resolve payroll issues.
• Work with Product Support and other teams to resolve customer support concerns.
• Act as a product/payroll knowledge specialist to new Customer Support Representatives.

Skills

Payroll Knowledge

Excellent written and verbal communication skills

Competency in Google Suite applications

Ability to work independently

Education

PCP Certification

Job description

Who We are:

At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.

We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for thousands of small business owners across Canada who rely on our payroll software to pay their employees and process their payroll taxes. And we’re just getting started.

We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.

If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.

The Role at High Level:

We’re looking for a talented Product Support Specialistwho doesn’t shy away from tackling hard problems and interesting (well, most times) subjects like payroll and HR technology.You will report directly to our Product Support Team Lead.

What You’ll Be Expected To Own:

• Payroll related questions

• Will be working with Product Support, Partner Support and Payroll Advisors on a regular basis.

• Strong investigative skills to solve issues and provide in-depth answers concisely and in a timely manner.

• Connect with our customers to answer questions and help resolve issues through phone, email and messaging.

• Work with customers directly on payroll issues.

• Daily use of CRM tools and cloud-based dashboards

• Work with various teams outside of customer success to resolve customer support concerns, elevate bug issues and serve as an ambassador for our brand.

• Other assignments related to payroll as they come up.

• Act as a product/payroll knowledge specialist to new CSRs. - would assist in training and mentoring new agents.

What You Bring To The Table:

• Payroll Knowledge

• PCP Certification

• 6 months to 2 years experience in payroll processing or have worked within a payroll processing environment

• Experience in customer support/service within a SaaS company is an asset.

• Excellent written and verbal communication skills

• Able to work independently

• Competency in Google Suite applications.

What We Bring To The Table:

Impact: Roll up your sleeves and directly contribute to the growth and success of Wagepoint by shaping our workforce.

Culture: The opportunity to work with the world’s friendliest team, solving interesting problems together with an endless amount of laughter (We work hard, but we always have time for a bad joke or two).

Growth: Opportunities for professional development and career advancement - we are always, always learning with a growth oriented mindset.

Innovation: Work in an environment that encourages creativity and new ideas.

Remote: The ability to work from home, forever! Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus!

Ready to embark on an exciting journey with us? Apply now and help us build the future of Wagepoint!

About Wagepoint

Wagepoint is a simple and fast online payroll app, backed by the world's friendliest team.
The app is ideal for small businesses across North America (US & Canada) who are looking to pay their employees easily and quickly.

Next Steps:

If all the above feels right and proper, please don’t feel like you need to send us an uninspired cover letter. Just send us your updated resume and perhaps a few lines on what excites you about the job - we really want to get to know who you are, not just about how we can work together. If we believe you’re a good match, someone from our team will reach out to schedule a call.

Psssst!

Wagepoint is an equal opportunity employer. We welcome and appreciate all applicants with diverse backgrounds, races, religions, genders, identities, ages, experiences (the list goes on!). We are committed to making not only our workplace safe and inclusive for everyone, but also ensuring our recruitment process reflects that. We are a remote company, so there's no need to travel to an office for an interview, but if you require any special accommodation during our recruitment process, please let us know. We are more than happy to assist!