Client Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with clients through phone, email, and team collaboration tools (such as Microsoft Teams).

• Diagnose client concerns related to Points North’s software as a service (SaaS) certified payroll and compliance solutions.

• Troubleshoot Points North products and their integration with third-party solutions (such as payroll or timekeeping systems).

• Address a diverse range of problem complexities, requiring resolution times from 5 minutes to several hours.

• Operate independently on support inquiries for approximately 80% of the work week.

• Collaborate with subject matter experts (SMEs) and Technical Support via team collaboration tools for intricate or technical issues.

• Elevate client requests for product enhancements and report potential software bugs.

• Document and monitor each support request within the support ticketing system.

• Conduct research in the prevailing wage sector.

• Participate in daily and weekly sprint activities to enhance knowledge, processes, and tools.

⛳️ Requirements

• Exceptional written and verbal communication skills, with the ability to convey instructions clearly.

• Empathetic and patient, capable of seeing things from the customers' perspective.

• Agile time management and client request prioritization abilities in a fast-paced environment.

• Enthusiasm for continuous learning and embracing new challenges.

• Strong attention to detail, particularly with numerical data in reports and spreadsheets.

• Ability to explain technical concepts to non-technical users.

• Comfortable working as part of a remote team.

• Experience with software integration through application programming interfaces (APIs) and delimited files is preferred.

• Over 3 years of experience in a customer support or service role.

• At least 1 year of experience providing support for a proprietary product or service.

• Preferably 1+ year of experience in a relevant industry, such as prevailing wage, payroll, government agencies (DOL), or construction.

• Familiarity with troubleshooting methodologies.

• Proficient in the Microsoft Office Suite and Hubspot is preferred.

• Availability to work from 9:00 am to 6:00 pm Central Time.

🏝️ Benefits

• Health Insurance: Comprehensive medical, dental, and vision plans are offered to ensure you and your family remain healthy.

• Retirement Savings: Secure 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 available, allowing you to recharge and contribute to causes you care about.

• Growth Opportunities: We encourage professional development through training, certifications, and other avenues to advance your career.

• Flexibility: Depending on the role, remote or hybrid work arrangements may be available to accommodate your lifestyle and business requirements.