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Product Support Specialist – General Support

ftwilliam.com

(Remote / Huntsville AL)

Business Title:  Product Support Specialist – General Support
Function:  Product Support
Department:  FT William Editorial Services
Location:  Remote, Full Time
Business Unit:  LR US

Reports To: Product Support Manager – General Support
Supervises: None

ROLE SUMMARY

Support Specialist will work within the General Support and Documents Team and assist with all aspects of the ftwilliam.com: Portal, 5500s, 1099s, ACA, IRS Forms, Document, software modules. This position will report to the Lead Product Support Consultant in the division of Legal & Regulatory (LR US) within Wolters Kluwer.

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 the products listed above but could include other product modules offered.

This position requires:

• ERISA regulatory and technical knowledge.
• 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.

Other Duties:

• Various ad hoc activities as assigned.

Job Qualifications:

Education: Two-year degree or comparable Industry experience.

Experience:

• Plan administration/past third-party administrative (TPA) experience preferred.
• ftwilliam.com document and portal experience strongly preferred.

Other Knowledge, Skills & Abilities: 

• Industry credentials: ASPPA or NIPA credentials preferred or willing to obtain.
• 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.

Travel requirements: Minimal travel required to our various locations and work in the field with customers and reps.

Physical Demands: Normal office environment

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

How to Apply

To apply, please email your résumé to stephanie.estes@wolterskluwer.com.

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