• 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

• Handle inbound customer inquiries via phone and email with professionalism. • Provide accurate information about our services and assist clients with their needs. • Maintain detailed records of customer interactions through data entry. • Upsell additional services when appropriate to enhance customer experience. • Collaborate with team members to resolve issues promptly. • Follow company procedures to ensure high-quality service delivery.

• Respond to incoming chats from the Sendoso website, escalating to other teams when needed. • Manage email tickets in the support queue, ensuring accurate and timely responses. • Build and maintain Help Center articles - collaborating on new content for feature releases and keeping existing resources current. • Develop strong knowledge of Sendoso to identify, troubleshoot, and escalate technical issues. • Work with product, engineering, marketing, and account management teams to share insights and solve customer problems. • Identify opportunities to help customers get more value from Sendoso's features and services. • Provide clear, empathetic, and actionable guidance that helps customers move forward.