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Product Support Specialist

ftwilliam.com / Wolters Kluwer

in Remote

Logo for ftwilliam.com / Wolters Kluwer

Product Support Specialist – Documents – The Support Specialist will assist with all aspects of the ftwilliam.com document software.

Essential Duties and Responsibilities

ftwilliam.com provides administrative, document and compliance software for retirement plan service providers. This specialist supports customers by answering ftwilliam.com software questions, specifically for documents. The specialist will be expected to learn support for compliance and portal products. The position requires ERISA regulatory and technical knowledge.

 This position requires that the individual:

  • Assist customers with technical questions as they relate specifically to the products via phone and email
  •  Assist customers with product software questions via phone and email
  • Ensure ftwilliam.com support is accurate and timely. ftwilliam.com support emails generally answered in less than two business hours and calls are handled immediately. ftwilliam.com serves nearly 3,000 customers around the country and averages 1,000 - 2,000 support emails per month. ftwilliam.com support personnel have the highest NPS scores among their industry peers.
  • Assist product owners in identifying areas for product improvement and expansion
  • Assist with other duties as time permits, specifically to assist TAG (Technical Answer Group)

Job Qualifications

Education:  Four-year College Degree or 2 years of industry experience

Experience:   Plan administration/past third-party administrative (TPA) experience preferred ftwilliam.com document or compliance and portal experience strongly preferred.  Willingness to earn an industry credential if not currently held.

Other Knowledge, Skills, & Abilities:  

  • Industry credentials: ASPPA or NIPA credential preferred but not required
  • 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
  • Ability to work in a team environment and help other team members when needed
  • Strong technical, analytical and problem-solving skills
  • Ability to perform work independently with minimal supervision and to exercise sound, independent judgment and discretion.
  • Ability to manage multiple concurrent projects
  • Minimal travel required to our various locations and work in the field with customers and reps

How to Apply

Interested and qualified candidates should email resume to James Passarelli, Product Support Manager at james.passarelli@wolterskluwer.com  No phone calls please.


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