Managed Services Specialist

Points North; United States; Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Retirement Savings

Time Off (PTO)

Growth Opportunities

Flexibility: remote or hybrid

Job summary

Points North is seeking a client services professional to manage prevailing wage rates and generate client reports within a SaaS environment. The role involves supporting Managed Services deployments, researching wage data, and maintaining detailed work records.

You will handle client inquiries via phone and email, troubleshoot issues, and create concise process documentation while collaborating with cross-functional teams. Strong communication and data-handling skills are essential.

Qualifications

• Bachelor’s degree, or equivalent and relevant industry experience.
• 3+ years’ experience in a SaaS environment within client services, managed services, professional services, or product support.
• 3+ years’ experience working with data.
• 1+ years’ experience working with payroll and benefit data, highly preferred.
• 1+ years’ experience working with payroll or prevailing wage, highly preferred.

Responsibilities

• Manage and source prevailing wage rates.
• Submit reports on behalf of clients based upon contract terms.
• Supports implementation of Managed Services customers.
• Troubleshoot issues to resolution and directly answer client questions.
• Maintain accurate and up-to-date records of work performed.
• Perform independent work within Points North applications on behalf of clients at their request.
• Respond to client requests via all communication channels including phone and email.
• Capture and maintain all support requests, interactions, and communications.
• Research and source prevailing wage rates on behalf of clients.
• Creates and maintains client-specific process documentation.

Skills

Communication skills

Independent problem solving

Organizational skills

Attention to detail

Technical issue resolution

Client communications

Software troubleshooting

Education

Bachelor’s degree or equivalent and relevant industry experience

Tools

Microsoft Office

Job description

What You’ll Be Doing:

• Manage and source prevailing wage rates.
• Submit reports on behalf of clients based upon contract terms.
• Supports implementation of Managed Services customers.
• Troubleshoot issues to resolution and directly answer client questions.
• Maintain accurate and up-to-date records of work performed.
• Perform independent work within Points North applications on behalf of clients at their request.
• Respond to client requests via all communication channels including phone and email.
• Capture and maintain all support requests, interactions, and communications.
• Research and source prevailing wage rates on behalf of clients.
• Creates and maintains client-specific process documentation.

What We Are Looking For:

• Strong communication skills, written and verbal, specifically explaining technical terms in a way that non-technical individuals can understand
• Independent problem solving and troubleshooting skills
• Excellent organizational skills
• Very attentive to detail
• Ability to understand and resolve technical issues related to our software offerings
• Experience communicating and resolving difficult client issues
• Knowledge of resolving issues with software systems
• Proficiency working with Microsoft Office products

Qualifications:

• Bachelor’s degree, or equivalent and relevant industry experience
• 3+ years’ experience in a SaaS environment within client services, managed services, professional services, or product support
• 3+ years’ experience working with data
• 1+ years’ experience working with payroll and benefit data, highly preferred
• 1+ years’ experience working with payroll or prevailing wage, highly preferred

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 $60,000.00 - $70,000.00 per year, plus annual bonus eligibility. Final compensation determinations will reflect your unique experience, skills, and the responsibilities of the role.

At Points North, you’ll find an energizing, ambitious and supportive workplace where your contributions make a real impact.