Customer Support Specialist (Remote)

MarketSource Inc

Location

Vancouver, BC

Details

Full Time

9 days ago

Salary

45,000 to 60,000 per year

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Full job description

Who We are:

Companies count on MarketSource to accelerate their speed to market, improve their ability to scale, enhance their sales focus, increase their flexibility, and expand their capabilities. MarketSource solutions enable companies to gain new customers, launch new products, grow market share, optimize sales expense, and maximize mature products.

The proven alternative to traditional sales outsourcing, MarketSource’s proprietary process, empowered people, and proven performance enable the delivery of innovative B2B and retail sales solutions for many of the world’s most respected brands and a diverse mix of forward-thinking small and medium businesses.

The Role at High Level:

We are looking for a talented Customer Support Specialist (Otherwise known as Payroll Specialist) who doesn’t shy away from tackling hard problems and interesting (well, most times!) subjects like payroll and HR technology. This role will be responsible for supporting our customers as they run their payroll, ensuring that everything is set up correctly for our customers within our software, and providing support to our sales and onboarding team. You will report directly to our Head of Customer Success.

What you'll be doing:

Connect with our customers to answer questions and help resolve issues through phone, live-chat and email
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
Excellent Excel skills (see what we did there?)
Ability to work with web-based applications (technology doesn’t scare you!)
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)

Department

Customer Service

Employment Type

Permanent - Full Time

Location

Canada - Remote

Workplace type

Fully remote

Compensation

$40,000 - $45,000 / year