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Client Support Specialist

Points North

Role overview

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 preferred
  • Proficient in the Microsoft Office Suite and Hubspot, preferred

Responsibilities

  • Communicate with clients by phone, email, and team collaboration platforms
  • Identify client issues with Points North’s software as a service certified payroll and compliance products
  • Troubleshoot Points North products and integration with third party products
  • Document and track each support request in support’s ticketing system

Key facts

Hard skills

Client Services System Level Troubleshooting Software As A Service (SaaS) HubSpot CRM Continuous Training Project Collaboration

Other skills

  • Communication
  • Detail Oriented
  • Microsoft Office
  • Empathy
  • Time Management
  • Problem Solving

About the company

Points North logo

Points North

Points North is a cloud-based software company offering solutions that automate and streamline HR compliance for Certified Payroll Reporting, ACA Reporting & Tracking, Attendance Compliance, and Benefits Data Aggregation. We integrate with many big payroll and timekeeping providers such as ADP, Paycor, QuickBooks, UKG, Paychex, ClockShark ,and Raken to consolidate your data, automate your processes, and mitigate risk. Whether you want to use us as a compliance solution or want to partner with us, we would love to hear from you! Certified Payroll Reporting by Points North is a cloud-based software solution that makes it simple to send reports to government agencies through whichever electronic portal they choose to use. It allows you to generate reports in minutes and file them without as much manual labor, meaning less time spent and less compliance risk. We also retain your reports indefinitely, making it fast to pull and generate certified reports in the current format. ACA Reporter by Points North helps simplify your ACA Compliance by providing data management and streamlined, cloud-based reporting solutions for your company. We will help you stay in full compliance through analysis, tracking, and focused reporting. We help take the complexity out of calculating, monitoring, reporting, and documenting ACA compliance data, and use an actionable dashboard that flags potential compliance issues during pre-filing so that you can proactively act and greatly reduce your risk of ACA penalties. Points North has been providing comprehensive software, consulting, and competitive pricing options since 1994. For over 27 years, Points North has worked with thousands of clients across all 50 states, in both the private and non-profit segments. We pride ourselves on offering the highest level of communication with our clients. Our team is committed to helping businesses and organizations with our secure and trusted solutions.

Company details

Company typeSME
Company size11 - 50

Links

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Job description

Points North is looking for a Client Support Specialist to join our team! As a Client Support Specialist, you will be a part of our front-line support team. Most of your time will be spent helping clients understand how to navigate the complexity of payroll and compliance reporting. A key challenge you will encounter is investigating where a change occurred in a client’s business processes or an unexpected piece of data occurred in a client’s software ecosystem that resulted in unexpected values in a pre-payroll file or certified payroll report.

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.

What We Are Looking For:
 
  • 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

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
  • Willingness to work 9:00am-6:00pm Central Time

At Points North, we believe that taking care of our team is the foundation of our success. That’s why we’ve created a benefits package designed to support you both personally and professionally:
  • 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.
 
For this position the base salary range is $55,000.00 - $70,000.00 per year, plus annual bonus eligibility. Final compensation determinations will reflect your unique experience, skills, and the responsibilities of the role.

At Points North, you’ll find an energizing, ambitious and supportive workplace where your contributions make a real impact. Ready to join our team? Apply today to take the next step in your career!

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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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