客户支持专员
Client Support Specialist
Points North 正在寻找一名客户支持专员加入我们的团队！作为客户支持专员，你将作为我们一线支持团队的一员，扩展我们在太平洋沿岸的时区覆盖范围。你大部分时间将用于帮助客户理解如何处理薪资和合规报告的复杂性。你将遇到的一个关键挑战是调查客户业务流程中的变更或其软件生态系统中出现的意外数据，这些情况导致预薪资文件或认证薪资报告中出现意外值。
你将负责：
· 通过电话、电子邮件和团队协作平台（如 Microsoft Teams）与客户沟通。
- 识别客户在 Points North 的 SaaS 认证薪资和合规产品中遇到的问题。
- 排查 Points North 产品以及与第三方产品（如薪资或考勤系统）集成的问题。
- 解决各种复杂程度的问题，解决时间介于 5 分钟到数小时之间。
- 大约 80% 的工作周内独立处理支持请求。
- 在团队协作平台上与主题专家（SME）和技术支持合作处理复杂或技术性问题。
- 升级客户的改进建议和潜在的软件缺陷。
- 在支持工单系统中记录并跟踪每项支持请求。
- 在现行工资领域进行研究。
- 参与每日和每周的冲刺活动，持续提升知识、流程和工具。
我们寻找：
· 出色的书面和口头沟通能力，能够清晰地传达指令
- 共情心和耐心，能够站在客户的角度思考问题
- 在快节奏环境中具备敏捷的时间管理和客户需求优先级排序能力
- 对持续学习和新挑战充满热情
- 对细节有敏锐的观察力，尤其是在报告和工作表中的数字
- 能够将技术概念向非技术人员解释清楚
- 能够适应远程团队的工作方式
- 具备通过应用程序编程接口（API）和分隔符文件进行软件集成的经验，优先考虑
资格要求：
· 3 年以上客户支持或服务岗位经验
- 1 年以上支持专有产品或服务客户的经历
- 1 年以上相关行业或相邻行业的经验
查看英文原文
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 (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 Pacific time zone standard business hours (8:00am-5:00pm PT)
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!Originally posted on Himalayas