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Product Support Specialist - DC Compliance

Wolters Kluwer - ftwilliam.com

in Remote

BASIC FUNCTION

Product Support Specialist - DC Compliance will assist with all aspects of the ftwilliam.com defined contribution compliance software.  This includes both customer support and project work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

ftwilliam.com provides administrative, document and compliance software for retirement plan service providers. The specialist supports customers by answering ftwilliam.com software questions, specifically for the defined contribution compliance software. This position requires ERISA regulatory and technical knowledge.

This position requires that the individual:

• Assist customers with technical questions as they relate to the products, specifically DC Compliance, via phone and email
• Assist customers with product software (DC Compliance) questions via phone and email
• Help maintain both internal and external knowledgebases
• Assist product owners in identifying areas for product improvement and expansion
• Train new and current customers
• Assist with other duties as assigned, including data conversions for new customers
• Perform conversion and/or administration using the ftwilliam.com DC Compliance software
• Ensure ftwilliam.com support is accurate and timely. ftwilliam.com support emails are generally answered in less than two business hours and calls are handled immediately. ftwilliam.com services nearly 3,000 customers around the country and average 1,000 - 2,000 support emails per month. ftwilliam.com support personnel have the highest NPS scores among their industry peers

JOB QUALIFICATIONS

Education: 

• Four-year College Degree or equivalent work experience

Experience:

• Plan administration/past third party administrative (TPA) experience preferred
• ftwilliam.com DC Compliance software experience strongly preferred
• Willingness to earn industry credential, if not currently held

Other Knowledge, Skills, Abilities or Certifications:

• Industry credentials: ASPPA or NIPA credential 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
• 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
• Attention to detail

Travel Requirements:

• Minimal

How to Apply

Interested and qualified candidates should email a current resume to andy.schommer@wolterskluwer.com

No phone calls please.

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