{"id":2553256,"url":"https://alion.io/job/points-north-client-support-specialist-points-north","title":"Client Support Specialist - Points North","company":{"id":4419301,"name":"Certified Payroll & Compliance Software","domain":"points-north.com","url":"https://alion.io/company/points-north","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"PT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":106000,"period":"year","method":"global_role_seniority_cell","sample_n":1010},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"HubSpot","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Microsoft Teams","optional":false}],"status":"live","first_seen_at":"2026-10-14T18:30:12Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T03:32:28Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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 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.\nWhat You’ll Be Doing:\nCommunicate with clients by phone, email, and team collaboration platforms (such as Microsoft Teams).\nIdentify client issues with Points North’s software as a service (SaaS) certified payroll and compliance products.\nTroubleshoot Points North products and integration with third party products (such as payroll or timekeeping systems).\nResolve a wide mixture of problem complexity, requiring between 5 minutes to several hours to achieve resolution.\nWork independently on support requests approximately 80% of the work week.\nCollaborate with subject matter experts (SMEs) and Technical Support over team collaboration platforms on complex or technical issues.\nEscalate client product enhancement requests and potential software bugs.\nDocument and track each support request in support’s ticketing system.\nPerform research within the prevailing wage sector.\nParticipate in daily and weekly sprint activities to continuously improve knowledge, processes, and tools.\nWhat We Are Looking For:\nExcellent written and verbal communication skills, ability to articulate instruction clearly\nEmpathy and patience, someone who can put themselves in the shoes of our customers \nAgile time management and client request triaging skills in a fast-paced environment\nPassion for continuous learning and new challenges\nA strong eye for detail, especially with numbers in reports and worksheets\nAbility to translate technical concepts with non-technical users\nComfortable working as a member of remote team\nExperience with software integration via application programming interfaces (API’s) and delimited files, preferred \nQualifications:\n3+ years’ experience in a customer support or service position\n1+ year experience supporting customers with a proprietary product or service \n1+ year industry, or industry adjacent, experience highly preferred - ex. Prevailing wage, payroll, government agencies (DOL), construction\nExperience and knowledge of troubleshooting methodologies\nProficient in the Microsoft Office Suite and Hubspot, preferred \nWillingness to work Pacific time zone standard business hours (8:00am-5:00pm PT)\nAt 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:\nHealth Insurance: Comprehensive medical, dental, and vision plans are available to keep you and your family healthy.\nRetirement Savings: Invest in your future with employer-matching contributions to a SIMPLE Traditional and/or ROTH IRA plan.\nTime 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.\nGrowth Opportunities: Professional development is encouraged whether it be in training, certifications, or other opportunities to boost your career.\nFlexibility: Depending on the role, remote or hybrid arrangements may be made available to fit your lifestyle and business needs.\nFor 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.\nAt 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!","description_format":"text","description_chars":4030,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Growth opportunities","Health insurance","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T18:30:12Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":42,"reasons":["conf:2","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/points-north-client-support-specialist-points-north","json_url":"https://alion.io/job/points-north-client-support-specialist-points-north.json","meta":{"generated_at":"2026-10-15T05:51:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8690,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4419301},"rest":"https://alion.io/mcp/rest/get_company?id=4419301"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpoints-north-client-support-specialist-points-north"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpoints-north-client-support-specialist-points-north"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpoints-north-client-support-specialist-points-north"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/points-north-client-support-specialist-points-north\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpoints-north-client-support-specialist-points-north"}]}