Remote Payroll & Compliance Support Specialist

Points North; United States; Hybride; USD 55 000 - 70 000; Plein temps

Avantages offerts par ce poste

Health Insurance

Retirement Savings plan

Time Off and Holidays

Growth Opportunities

Remote or Hybrid flexibility

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer support

Communication

Troubleshooting

Empathy

Time management

Outils

Hubspot

Microsoft Office

Description du poste

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.