• 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.