Client Support Specialist

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 :

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 Pacific time zone standard business hours (8 :

That’s why we’ve created a benefits package designed to support you both personally and professionally :

Retirement Savings :

Time Off :

Growth Opportunities :

Flexibility :

Apply today to take the next step in your career!