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 and expand our time zone coverage to the Pacific coast. 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 (SME…