Managed Services Specialist

pointsnorth; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

Retirement Savings

Time Off

Growth Opportunities

Remote/Hybrid flexibility

Job summary

Points North is seeking a highly skilled Managed Services Specialist to support clients during the Managed Services lifecycle. This role is remote within the United States, with quarterly travel to Headquarters.

You will manage prevailing wage rates, submit client reports, and support MSP implementations, while maintaining meticulous records and responsive client communication.

Qualifications

• Bachelor's degree or equivalent or relevant experience.
• 3+ years in a SaaS environment in client services or related roles.
• 3+ years working with data.
• 1+ years working with payroll and benefits data (highly preferred).
• 1+ years working with payroll or prevailing wage (highly preferred).

Responsibilities

• Manage and source prevailing wage rates.
• Submit reports for clients per contract terms.
• Support implementation of managed services customers.
• Troubleshoot issues to resolution and answer client questions.
• Maintain accurate records of work performed.
• Perform independent work within Points North applications for clients.
• Respond to client requests via phone and email.
• Capture and maintain all support requests and communications.
• Research prevailing wage rates for clients.
• Create and maintain client-specific process documentation.

Skills

Strong communication

Problem solving

Organization

Attention to detail

Technical issue resolution

Client interaction

Software troubleshooting

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Points North, the leading software company in the compliance and reporting space, is seeking a highly skilled and detail-oriented Managed Services Specialist to join this fast-growing area of our business. This position will be assigned clients to support during the Managed Services lifecycle journey. This role can be remote from anywhere in the United States, with expected quarterly travel to our Headquarters.

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.