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Product Support Consultant part of Wolters Kluwer Legal & Regulatory


Provides support to external clients and internal teams on complex technical, regulatory, and product specific issues. 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. 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 documents, forms and compliance products.  The product support consultant assists the compliance and documents teams 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 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'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.

Product errors and lack of technical expertise in regards to the products can lead to significant tax and other legal consequences for retirement and welfare plans. The Product Support Consultant must continuously be aware of all legislative and regulatory updates affecting products offered by This position also requires the unique ability to have expertise in as many retirement plan types as possible.  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
  • Assist product owners of other products in creating training materials and user guides
  • Assist the Senior Product Support Manager in ensuring the support needs of customers are being met
  • Assist the Senior Product Support Manager in identifying areas of growth and expansion of current and future products
  • Represent at industry conferences/seminars and present as subject matter expert at said conferences, and on FTW product webinar

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


  • 7+ years of plan administration/past third-party administrative (TPA) experience required
  • Experience with products as a power user is strongly preferred, but not required
  • Expansive regulatory and technical knowledge of retirement plans required, including:
    • defined contribution (DC) plans
    • defined benefit (DB) plans (especially cash balance plans)
    • 403(b) plans
  • Experience with other plans preferred but not required, including:
    • nonqualified plans (409a, 457(b), 457(f))
    • ESOPs
    • non-ERISA plans (governmental, 403(b) and church plans)
  • Willingness and ability to expand upon expertise to include welfare benefit plans (wrap, POP, HRA, section 125 and section 132 plans)

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 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.

How to Apply

Qualified candidates should send resume and cover letter to Please no phone calls. 

Visit our web site.

This ad has been viewed 503 times. It expires on 6/17/2017.

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