• Answer customer messages by email, chat, and phone, quickly and kindly • Solve common questions yourself: billing, account status, how things work, document requests • For bigger issues, pass them to the right team with clear notes so the customer never has to repeat themselves • Handle urgent problems fast: know who to alert and keep the customer updated until it's fixed • Always tell the customer what happens next and when • Keep clear notes on every conversation

• Answer customer messages by email, chat, and phone, quickly and kindly • Solve common questions yourself: billing, account status, how things work, document requests • For bigger issues, pass them to the right team with clear notes so the customer never has to repeat themselves • Handle urgent problems fast: know who to alert and keep the customer updated until it's fixed • Always tell the customer what happens next and when • Keep clear notes on every conversation

• 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.

• Address customer billing questions and efficiently process payments • Resolve customer concerns in alignment with company policies • Remain knowledgeable about our services to provide informed assistance • Accurately document customer account records • Participate in coaching sessions and adhere to work schedules