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Product Support Consultant

ftwilliam.com, part of Wolters Kluwer Legal & Regulatory

in Telecommute / Madison WI

Basic Function

Provides support to external clients and internal teams on complex technical, regulatory, and product specific issues. ftwilliam.com offers software solutions that service all types of retirement and health plans, including defined contribution, defined benefit and welfare benefit plans. This Product Support Consultant provides remote technical, regulatory, and application support to customers primarily by phone and email, sometimes via remote system access. Strong technical knowledge of product specialties and products, as well as governing regulations. Understands related issues presented by clients and can correlate issues quickly to products. Resolves unique or complex inquiries utilizing technical, regulatory, and product knowledge. Handles support and escalation calls and emails. Assists in testing products prior to product releases. Writes processes and guidelines for new problem support issues and maintains and reports issues to product development team.

Essential Duties and Responsibilities

ftwilliam.com serves retirement plan administrators (primarily TPAs--third party administrators) and our products are designed to serve as a total solution for these administrators. The Product Support Consultant must be able to see technical and regulatory changes through the eyes of the customer and provide practical product specific support. 

This Product Support Consultant position requires ERISA regulatory, technical, and product knowledge, and is highly specialized. This consultant focuses on assisting customers with all levels of technical product support queries on ftwilliam.com compliance (ADP/ACP testing, Coverage, 401(a)4, allocation, Top Heavy, etc.) products.  The product support consultant assists the compliance team with keeping customers abreast of legislative changes with timely technical and regulatory updates. Additionally, this specialist will assist in creating supportive materials for customers such as user guides, technical product instructions, forms and product updates.  The Product Support Consultant will have a strong Compliance background to assist the Compliance Team with all levels of product support.  The product support consultant represents ftwilliam.com at industry conferences and seminars, and presents as the subject matter expert at various technical product information webinars.

The Product Support Consultant works closely with ftwilliam.com's product owners to assist with new product enhancements and testing new updates/releases.  The Product Support Consultant may also serve as one of FTW’s product owners.  As such, the Product Support Consultant will work with product(s) across IT/Development, Legal/Documents, Product Support, Sales, and Training teams.

Other Duties

Performs other duties as assigned by supervisor.

Job Qualifications

Education: Four year College Degree or 5 years of industry experience

Experience:

• 5+ years of plan administration/past third-party administrative(TPA) experience required
• Experience with ftwilliam.com products as a power user is strongly preferred, but not required

Other Knowledge, Skills, Abilities or Certifications:

• Industry credentials:  minimum of QKA; QPA or higher preferred
• Proficiency in MS Office products such as Excel, Word, Outlook and other typical business software applications
• Excellent customer service skills, including superior written and verbal communication skills
• Strong technical, analytical and problem solving skills
• Ability to effectively interact with business managers, compliance personnel, and customers
• Ability to provide the appropriate level of guidance and oversight to less experienced product support and administrative staff
• Ability to perform work independently with minimal supervision and to exercise sound, independent judgment and discretion.
• Ability to manage multiple concurrent projects

Travel Requirements

• Travel required to office (if located remotely) and industry conferences/seminars.  Frequency to be determined, based on need
• Adequate and appropriate home office environment If located remotely

Physical Demands

Normal office environment

How to Apply

Email cover letter and resume to george.b.smith@wolterskluwer.com, no phone calls. 

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