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Product Support Specialist part of Wolters Kluwer Legal & Regulatory


Contractor Position

This position is a software product support position. The job is to assist customers with product questions, specifically ftw forms and portal products.

Essential Duties and Responsibilities provides administrative, document and compliance software for retirement plan service providers. This specialist supports customers by answering software questions, specifically for forms and portal products.

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 support is accurate and timely. support emails generally answered in less than two business hours and calls are handled immediately. serves nearly 3,000 customers around the country and averages 1,000 - 2,000 support emails per month. 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
  • Various ad hoc activities as required

Education and Experience

  • Four year College Degree or 2 years of industry experience
  • Plan administration/past third-party administrative (TPA) experience preferred
  • forms and portal experience strongly preferred
  • Willingness to expand industry knowledge to earn a credential

Other Knowledge, Skills & Abilities

  • Industry credentials: QKA 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

Travel Requirement

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

Physical Demands

  • Normal office environment

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 1107 times. It expires on 3/25/2018.

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