[Hiring] Managed Services Specialist @Points North

Role Description

Points North, the leading software company in the compliance and reporting space, is seeking a highly skilled and detail-oriented Managed Services Specialist to join this fast-growing area of our business. This position will be assigned clients to support during the Managed Services lifecycle journey. This role can be remote from anywhere in the United States, with expected quarterly travel to our Headquarters.

• Manage and source prevailing wage rates.
• Submit reports on behalf of clients based upon contract terms.
• Supports implementation of Managed Services customers.
• Troubleshoot issues to resolution and directly answer client questions.
• Maintain accurate and up-to-date records of work performed.
• Perform independent work within Points North applications on behalf of clients at their request.
• Respond to client requests via all communication channels including phone and email.
• Capture and maintain all support requests, interactions, and communications.
• Research and source prevailing wage rates on behalf of clients.
• Creates and maintains client-specific process documentation.

Qualifications

• Strong communication skills, written and verbal, specifically explaining technical terms in a way that non-technical individuals can understand.
• Independent problem solving and troubleshooting skills.
• Excellent organizational skills.
• Very attentive to detail.
• Ability to understand and resolve technical issues related to our software offerings.
• Experience communicating and resolving difficult client issues.
• Knowledge of resolving issues with software systems.
• Proficiency working with Microsoft Office products.

Requirements

• Bachelor’s degree, or equivalent and relevant industry experience.
• 3+ years’ experience in a SaaS environment within client services, managed services, professional services, or product support.
• 3+ years’ experience working with data.
• 1+ years’ experience working with payroll and benefit data, highly preferred.
• 1+ years’ experience working with payroll or prevailing wage, highly preferred.

Benefits

• 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.