Client Support Specialist

Points North

Client Support Specialist at Points North providing support to clients on payroll and compliance SaaS products. Troubleshooting and problem-solving client issues independently and collaboratively.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical users. Proficient in troubleshooting methodologies and experienced in customer support, particularly within the prevailing wage and payroll sectors.

Highest-signal resume keywords

Customer Support ExperienceTroubleshooting MethodologiesSoftware Integration via APIMicrosoft Office Suite ProficiencyAgile Time Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting MethodologiesSoftware IntegrationApplication Programming Interfaces (APIs)Data AnalysisCustomer Support

Soft Skills

Excellent Communication SkillsEmpathyPatienceDetail-OrientedContinuous Learning

Tools & Technologies

Microsoft TeamsHubspotTicketing System

Industry Keywords

SaaSPrevailing WagePayrollGovernment AgenciesConstruction

About the role

Key responsibilities & impact

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

What you’ll need

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 9:00am-6:00pm Central Time

Benefits

Comp & perks

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.