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Customer Support Specialist

4 months ago

Remote, Canada Wagepoint Full time

**Who We are**:

- At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.- We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for 25,000 small business owners across Canada who rely on our payroll software to pay their employees and process their taxes. And we’re just getting started.- We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.- If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.**The Role at High Level**:
What you'll be doing:

- Access all incoming client support requests & reassign to the team as necessary
- Work with clients directly on basic payroll issues - setups, tax rates & account numbers, direct deposits, processing of regular & off-cycle payrolls, etc
- Work closely with Sales, On-boarding, and Risk team to ensure customer success
- Set up any custom income or deduction requests from clients
- Notify clients of any rejected direct deposits on their payroll
- Work with various teams to resolve customer support concerns, escalate bug issues and serve as an ambassador for our brand
- Daily use of CRM tools and cloud-based dashboards

What you bring to the table:

- Ideally you have 2+ years of experience in payroll processing or have worked within a payroll processing environment
- You have experience working in a customer service role or capacity
- **Excel**lent Excel skills (see what we did there?)
- Knowledge of the Canadian payroll, tax and financial landscape is an asset
- A positive attitude and willingness to learn
- You are a self-starter who is comfortable with autonomy and can work independently
- Excellent written and verbal communication skills

**Bonus points if**:

- You have your PCP Certification
- You are fluent in both French and English
- You have experience in customer support/service within a SaaS company (you understand how to use a ticketing system and how to support customers over the phone with complex technical issues)

What we bring to the table:

- The opportunity to work with the world’s friendliest team, solving interesting problems together.
- The ability to work from home, forever Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus
- An autonomous work environment: We’re a growing startup - so we’ll be looking to you to roll up your sleeves and dive right in No red tape, just bring your great ideas and your powerful work ethic.
- An endless amount of laughter — we don’t take ourselves too seriously. We work hard, but we always have time for a bad joke or two.

**Next Steps**:

- If all the above feels right and proper, please don’t feel like you need to send us an uninspired cover letter. Just send us your updated resume and perhaps a few lines on what excites you about the job - we really want to get to know **who** you are, not just about how we can work together. If we believe you’re a good match, someone from our team will reach out to schedule a call.
- **_Psssst_**
Wagepoint is an equal opportunity employer. We welcome and appreciate all applicants with diverse backgrounds, races, religions, genders, identities, ages, experiences (the list goes on). We are committed to making not only our workplace safe and inclusive for everyone, but also ensuring our recruitment process reflects that. We are a remote company, so there's no need to travel to an office for an interview, but if you require _any_ special accommodation during our recruitment process, please let us know. We are more than happy to assistAbout Wagepoint

**Wagepoint is a simple and fast online payroll app, backed by the world's friendliest team.**

The app is ideal for small businesses across North America (US & Canada) who are looking to pay their employees easily and quickly.

**Application Deadline**

April 01, 2024

**Department**

Customer Service

**Employment Type**

Permanent - Full Time

**Location**

Canada - Remote

**Workplace type**

Fully remote

**Compensation**

$40,000 - $45,000 / year

**Reporting To**

Head of Customer Success