Points North

Client Support Specialist

Points North

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $55,000 - $70,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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.

Requirements

  • Excellent written and verbal communication skills, ability to articulate instruction clearly
  • Empathy and patience, someone who can put themselves in the shoes of our customers
  • Agile time management and client request triaging skills in a fast-paced environment
  • Passion for continuous learning and new challenges
  • A strong eye for detail, especially with numbers in reports and worksheets
  • Ability to translate technical concepts with non-technical users
  • Comfortable working as a member of remote team
  • Experience with software integration via application programming interfaces (API’s) and delimited files, preferred
  • 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 highly preferred – ex. Prevailing wage, payroll, government agencies (DOL), construction
  • Experience and knowledge of troubleshooting methodologies
  • Proficient in the Microsoft Office Suite and Hubspot, preferred
  • Willingness to work Pacific time zone standard business hours (8:00am-5:00pm)
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
software integrationapplication programming interfacestroubleshooting methodologiesSaaScompliance productscertified payrolldata analysisticketing systemreportingclient request triaging
Soft skills
written communicationverbal communicationempathypatiencetime managementattention to detailproblem-solvingcollaborationadaptabilitycustomer service