Client Support Specialist

What You’ll Be Doing

• 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.

Qualifications

• 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.

Pay

Base salary range: $55,000.00 - $70,000.00 per year, plus annual bonus eligibility.