Carpenter Morse Group
Jocelyn Pension Consulting
Steidle Pension Solutions
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in Telecommute / Madison WI
Provides support to external clients and internal teams on complex technical, regulatory, and product specific issues. ftwilliam.com 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.
Essential Duties and Responsibilities
ftwilliam.com 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 ftwilliam.com compliance (ADP/ACP testing, Coverage, 401(a)4, allocation, Top Heavy, etc.) products. The product support consultant assists the compliance team 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 ftwilliam.com 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 ftwilliam.com'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.
Performs other duties as assigned by supervisor.
Education: Four year College Degree or 5 years of industry experience
Other Knowledge, Skills, Abilities or Certifications:
Normal office environment
Email cover letter and resume to firstname.lastname@example.org, no phone calls.