Retirement Plan Administration Support Specialist
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Job Description
Retirement plan software support specialist helping U.S. administrators resolve complex calculations, compliance questions, and software issues. Collaborating with developers to test improvements for CalcAir’s retirement administration platform.
Responsibilities:
- Respond to retirement plan administrators and industry professionals through phone, email, and the support ticketing system
- Help customers navigate software functionality, understand results, and resolve day-to-day administration issues
- Investigate questions involving qualified retirement plan calculations, compliance testing, contributions, distributions, and regulatory requirements
- Research unfamiliar scenarios and determine the correct administration result
- Identify and document software issues, bug reports, and enhancement requests
- Collaborate with the development team on software fixes, new features, and legislative changes
- Test and validate software fixes, new functionality, and regulatory updates before customer release
- Evaluate software results across different administration scenarios and provide feedback
- Contribute to release notes, written resources, training materials, and webinars
- Report to the Director of Customer Experience
Requirements:
- Hands-on experience administering U.S. qualified retirement plans
- Strong understanding of qualified retirement plans, including compliance testing, contributions, distributions, and plan documentation
- Familiarity with ERISA and regulatory developments such as SECURE 2.0
- Knowledge of defined contribution plans
- Experience with retirement plan administration software
- Comfort working with spreadsheets to review calculations and validate results
- Ability to investigate complex questions, unexpected results, and discrepancies
- Ability to explain complex retirement plan concepts and software functionality clearly to customers
- Ability to work independently and collaborate with support and development colleagues
- Interest in technology and learning new software
- Experience with defined benefit or cash balance plans is an asset
- Familiarity with CalcAir, DATAIR, Relius, ASC, FT Williams, or similar platforms is an asset
- Familiarity with ticketing systems such as TeamSupport is an asset
- Industry designations such as QKA, QPA, APA, or ERPA are an asset but not required
- Must be based in the United States
- Ability to work an eight-hour shift within customer support hours of 8:00 a.m. to 5:30 p.m. Central Time
Benefits:
- Fully remote work arrangement
- Career development opportunities and potential pathways into senior support, product, or other customer-facing roles
- Exposure to Aquila’s broader network of software companies and potential career opportunities
- Virtual interview process
- Interview accommodations available on request
- Equal employment opportunity and diversity and inclusion commitment
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