Remote Payroll & Compliance Support Specialist

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

Benefits offered by this job

Health Insurance

Retirement match

PTO & Holidays

Volunteer Time Off

Professional growth

Flexible work arrangements

Job summary

Points North is seeking a Client Support Specialist to join our front-line team in the United States. You will help clients understand payroll and compliance reporting, investigate data anomalies, and collaborate with SMEs on complex issues.

You will communicate via phone, email, and Microsoft Teams, troubleshoot SaaS products, and document every support request. The role includes remote/hybrid options and a base salary range with bonus eligibility.

Qualifications

• 3+ years 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 – e.g. Prevailing wage, payroll, government agencies (DOL), construction
• Experience and knowledge of troubleshooting methodologies.
• Proficient in the Microsoft Office Suite and Hubspot, preferred

Responsibilities

• 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.

Skills

Customer support

Proprietary product

Industry experience

Troubleshooting

Communication

Remote collaboration

API integration

Tools

Microsoft Office

HubSpot

Job description

Points North is seeking a Client Support Specialist to join our front-line team in the United States. You will help clients understand payroll and compliance reporting, investigate data anomalies, and collaborate with SMEs on complex issues.

You will communicate via phone, email, and Microsoft Teams, troubleshoot SaaS products, and document every support request. The role includes remote/hybrid options and a base salary range with bonus eligibility.