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Client Trainer - Product Support Specialist (General&Documents Software)

Wolters Kluwer / ftwilliam.com

(Denver CO / Kennesaw GA / Riverwoods IL / Chicago IL / Hagerstown MD / Wichita KS / Indianapolis IN / Waltham MA / Philadelphia PA / Dallas TX / Austin TX / Hybrid)

LOCATION:  Hybrid (8 days a month in the office)

OVERVIEW

The Product Support Specialist for ftwilliam.com's General Product and Document Product modules, including 5550, 1099, ACA Forms, IRS Forms, Portal, and Plan Documents, will support customers by providing technical, regulatory, and software support to customers primarily by phone and email. This self-motivated individual will report to the Lead Product Support Consultant within the Legal & Regulatory (LRUS) division at Wolters Kluwer and must possess a customer-focused mindset.

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. 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 Net Promoter Scores among their industry peers.

• Share 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 are generally answered in less than two business hours and calls are responded to.
• Assist product owners in identifying areas for product improvement and expansion.

QUALIFICATIONS

Education: Two-year degree or comparable industry experience.

Experience:

• Plan administration or past third-party administrative (TPA) experience preferred.
• ftwilliam.com plan documents and portal experience highly preferred.

Other Knowledge, Skills & Abilities: 

• Industry credentials: ASPPA or NIPA credentials preferred or willing to obtain.
• Proficiency in common business software applications.
• Customer service skills, including written and verbal communication skills.
• Ability to work in a team environment and help other team members.
• 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  5% minimal travel for team meetings and industry events/trainings

How to Apply

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