Client Support Specialist - Payroll SaaS

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

Benefits offered by this job

Health Insurance

Retirement Savings (SIMPLE IRA & Roth)

Paid time off & holidays

Professional development

Flexible work arrangements

Job summary

Points North, Inc. is seeking a Client Support Specialist to join our front-line support team. You will help clients understand payroll and compliance reporting, investigate data anomalies, and guide users through our SaaS products.

The role emphasizes communication, problem solving, and collaboration with SMEs. You will work 80% of time independently and may operate remote or hybrid depending on the project needs.

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 preferred – e.g. Prevailing wage, payroll, government agencies (DOL), construction.
• Experience and knowledge of troubleshooting methodologies.
• Proficient in Microsoft Office Suite and Hubspot, preferred.
• Willingness to work 9:00am-6:00pm Central Time.

Responsibilities

• Communicate with clients by phone, email, and team collaboration platforms (such as Microsoft Teams).
• Identify client issues with Points North's 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.

Skills

Excellent communication

Empathy

Agile time management

Attention to detail

Explain technical concepts

Remote collaboration

API integration knowledge

Team collaboration

Tools

Microsoft Office Suite

Hubspot

Job description

Points North, Inc. is seeking a Client Support Specialist to join our front-line support team. You will help clients understand payroll and compliance reporting, investigate data anomalies, and guide users through our SaaS products.

The role emphasizes communication, problem solving, and collaboration with SMEs. You will work 80% of time independently and may operate remote or hybrid depending on the project needs.