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Product Support Specialist

ftwilliam.com part of Wolters Kluwer Legal & Regulatory

in Remote

Logo for ftwilliam.com part of Wolters Kluwer Legal & Regulatory

ROLE SUMMARY

This position is a software product support position. The job is to assist customers with ftwilliam.com product questions, specifically ftw forms (ACA, 1099, Form 5500, IRS Forms) and portal products.

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 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 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

Assist with other duties as time permits

OTHER DUTIES

Various ad hoc activities as required

JOB QUALIFICATIONS

Education:  Four year college degree or 2 years of industry experience

Experience

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

How to Apply

Send cover letter and resume to george.b.smith@wolterskluwer.com, no phone calls please. 


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