Client Support Specialist

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $55k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Points North

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 1994

💼 Consulting

🏗️ Construction

📋 Compliance

Consulting • Construction • Compliance

Points North is a provider of advanced software solutions specializing in Certified Payroll Reporting and Affordable Care Act (ACA) compliance. Their user-friendly interface simplifies the process of generating certified payroll reports and tracking ACA requirements for businesses of all sizes across the United States. Points North partners with various payroll and timekeeping providers to ensure seamless compliance support, making payroll management easier and more efficient for their clients.

📋 Description

• Communicate with clients by phone, email, and team collaboration platforms such as Microsoft Teams • Identify client issues with Points North’s SaaS certified payroll and compliance products • Troubleshoot Points North products and integrations with third-party payroll or timekeeping systems • Resolve support issues ranging from five minutes to several hours • Work independently on support requests approximately 80% of the work week • Collaborate with subject matter experts and Technical Support on complex or technical issues • Escalate client product enhancement requests and potential software bugs • Document and track each support request in the ticketing system • Research the prevailing wage sector • Participate in daily and weekly sprint activities to improve knowledge, processes, and tools • Expand support coverage to the Pacific coast time zone

🎯 Requirements

• 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, such as prevailing wage, payroll, government agencies (DOL), or construction • Experience and knowledge of troubleshooting methodologies • Excellent written and verbal communication skills • Ability to articulate instruction clearly • Empathy and patience • Agile time management and client request triaging skills • Passion for continuous learning • Strong attention to detail, especially with numbers in reports and worksheets • Ability to translate technical concepts for non-technical users • Comfortable working as a member of a remote team • Experience with software integration via APIs and delimited files preferred • Proficient in Microsoft Office Suite and HubSpot preferred • Willingness to work Pacific time zone standard business hours, 8:00am–5:00pm PT • Legally authorized to work in the United States

🏖️ Benefits

• Comprehensive medical, dental, and vision plans • Employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan • Generous PTO • Paid holidays • Volunteer Time Off (VTO) • Professional development, training, and certifications • Remote or hybrid arrangements may be available depending on the role • Annual bonus eligibility

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