Client Support Specialist

Points North; United States; Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Retirement Savings plan

Time Off and Holidays

Growth Opportunities

Remote or Hybrid flexibility

Job summary

Points North is seeking a Client Support Specialist to join the front-line support team and extend coverage to the Pacific coast. You will help clients navigate payroll and compliance reporting, investigate changes in business processes or data anomalies in payroll reports, and resolve issues across our SaaS platforms.

You will communicate with clients by phone, email, and Teams, troubleshoot third-party integrations, and document requests in our ticketing system.

Qualifications

• 3+ years of experience in a customer support or service position.
• 1+ year experience supporting customers with a proprietary product or service.
• 1+ year industry or industry-adjacent experience preferred (e.g., prevailing wage, payroll, government agencies).
• Experience and knowledge of troubleshooting methodologies.
• Proficient in Microsoft Office Suite and Hubspot.

Responsibilities

• Communicate with clients by phone, email, and team collaboration platforms.
• Identify client issues with Points North’s SaaS certified payroll and compliance products.
• Troubleshoot Points North products and integration with third party systems.
• Resolve a range of issues from minutes to hours to resolve.
• Work independently on support requests ~80% of the week.
• Collaborate with SMEs and Technical Support on complex issues.
• Escalate product enhancements and potential bugs.
• Document and track each support request in the ticketing system.
• Perform research within the prevailing wage sector.
• Participate in daily and weekly sprint activities to improve processes.

Skills

Customer support

Communication

Troubleshooting

Empathy

Time management

Tools

Hubspot

Microsoft Office

Job description

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.

What You’ll Be Doing:

• 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.

What We Are Looking For:

• 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
• Experience with software integration via application programming interfaces (API’s) and delimited files, preferred

Qualifications:

• 3+ years’ experience in a customer support or service position
• 1+ year experience supporting customers with a proprietary product or service

• 1+ year industry, or industry adjacent, experience highly preferred – ex. Prevailing wage, payroll, government agencies (DOL), construction
• Experience and knowledge of troubleshooting methodologies
• Proficient in the Microsoft Office Suite and Hubspot, preferred
• Willingness to work Pacific time zone standard business hours (8:00am-5:00pm PT)

At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally:

• 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.

For this position the base salary range is $55,000.00 - $70,000.00 per year, plus annual bonus eligibility. Final compensation determinations will reflect your unique experience, skills, and the responsibilities of the role.