Software Help Desk Specialist

At Ascensus, technology is more than just a solution. It powers the business that helps millions of people save for what matters—retirement, education, and healthcare. Our technology experts tackle exciting challenges in collaborative teams, but work in an environment where individual and career development is always valued. Technology associates leverage their talents and passion, building new and innovative platforms, creating programs founded in automation in agile frameworks, and driving existing and new markets—all of which supports the rapid growth of a dynamic industry leader.

Section 1: Position Summary

The RPS Technology Specialist position is responsible for acting as the technical liaison between internal and external clients, Ascensus development teams, and third party vendors.

This position is responsible for advocating for the RPS client to provide technical resolutions by developing, recommending, implementing and facilitating solutions to fit the needs of the client. This position is responsible for documenting client support and ensuring service level standards are met.

Section 2: Job Functions, Essential Duties and Responsibilities

Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.

Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

Manage the new or existing client relationship through the implementation or products and subscriptions and provide technical support of RPS products.

Responsible for second level technical assistance to internal and external clients using multiple applications for troubleshooting and research.

Manage upgrades, QA testing, and rollouts of software products and services.

Utilize internal systems to monitor and maintain detailed information for project tracking and problem resolution.

Provide customer service support in a call center environment through various mediums: phone, email, and ticket system. Document as outlined in processes.

Identify and respond to all internal and external client issues in a manner consistent with quality customer service. Recognize and anticipate problems and take appropriate actions, escalate and report as needed.

Responsible for monitoring systems or tickets as assigned and escalating and communicating as outlined in processes.

Serve as coordinator in the creation and fulfillment of customized web landing pages, products, and service solutions specific to RPS products.

Demonstrate the ability to identify, review and analyze discrepancies and questionable procedures within the unit and escalate for resolution.

Maintain the integrity of information in all Standard Operating Procedures and reference guides.

Initiate and accept additional duties as necessary to exceed client expectations.

Act as client advocate and take necessary steps to exceed service standards to manage client retention/growth.

Demonstrate leadership responsibilities by assuming key project responsibilities as assigned while maintaining base job assignments; assist with product/service development.

Recommend and implement continuous improvements to processes identified through daily work with customers, internal operations teams and vendors.

Responsible for coordinating training internal staff on processes and procedures.

Demonstrate quality behaviors by maintaining a positive and professional manner at all times.

Contribute to overall success:

Follow all department procedures and make recommendations as appropriate

Meet assigned service standards

Recognize growth opportunities and streamline efficiencies

Provide management with feedback/solutions to avoid errors and provide better service.

Assist manager with product/service development

Support development of team by actively participating in team initiatives

Assist team with special projects and handle other essential tasks as assigned.

Attend training and development sessions

Increase industry knowledge and the relationships and business procedures within Ascensus

React positively and help implement change

Perform other duties and special projects as assigned.

Supervision

N/A

Section 3: Experience, Skills, Knowledge Requirements

Associate Degree in Business, Finance, IT or related field or equivalent work experience required.

A minimum of 4 years customer service and technical support experience required.

Previous knowledge of financial services market and with IRA, ESA and HSA compliance preferred

Excellent computer efficiency required.

Strong understanding of various operating systems and ISPs

Project coordination experience required

Must possess excellent attention to detail and problem solving skills

Must possess excellent organizational skills

Must be able to work within deadlines

Excellent service skills customer service skills

Proven ability to use effective listening skills

Must be able to react to change positively and productively

Ability to travel – limited

Must be multi-task oriented

We are proud to be an Equal Opportunity Employer

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).