Client Support Specialist

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

• 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 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 on complex or technical issues.
• Escalate client product enhancement requests and potential software bugs.
• Document and track each support request in the ticketing system.
• Perform research within the prevailing wage sector.
• Participate in daily and weekly sprint activities to continuously improve knowledge, processes, and tools.

• Excellent written and verbal communication skills, able to articulate instruction clearly.
• Empathy and patience, able to 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 for non‑technical users.
• Comfortable working as a member of a remote team.
• Experience with software integration via APIs and delimited files, preferred.

• 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 (e.g., prevailing wage, payroll, government agencies, construction).
• Experience and knowledge of troubleshooting methodologies.
• Proficiency in the Microsoft Office Suite and Hub Spot, preferred.
• Willingness to work 9:00 am–6:00 pm Central Time.

• Health insurance – comprehensive medical, dental, and vision plans.
• Retirement savings – employer‑matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.
• Time off – generous PTO, paid holidays, and Volunteer Time Off (VTO).
• Growth opportunities – professional development via training and certifications.
• Flexibility – remote or hybrid arrangements available to fit lifestyle and business needs.

For this position the base salary range is $55,000–$70,000 per year, plus annual bonus eligibility. Final compensation determinations will reflect your experience, skills, and responsibilities.

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!