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Product Support Specialist - Documents (USA-Remote)

at Wolters Kluwer in Augusta, Maine, United States

Job Description

The Support Specialist will assist with all aspects of the ftwilliam.com document software. This position will report to the Lead Product Support Consultant in the division of Legal & Regulatory (LR US) within Wolters Kluwer.

Essential duties

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 documents. In this remote-friendly role, the specialist will be expected to learn support for portal products.

This position requires:

· 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 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.

Other Duties

· Various ad hoc activities as assigned.

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 document and portal experience strongly preferred.

· Willingness to earn an industry credential if not currently held.

Other Knowledge, Skills, & Abilities:

· Industry credentials: ASPPA or NIPA credential 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.

ftwilliam.com cloud-based employee benefits and pension software | Wolters Kluwer (https://www.wolterskluwer.com/en/solutions/ftwilliam)

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EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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Job Posting: JC255676892

Posted On: Feb 22, 2024

Updated On: Mar 09, 2024

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