The Software Support Specialist with PensionPro is responsible for understanding how PensionPro Software functions and leveraging that knowledge to service clients by responding to technical problems and inquiries encountered while using PensionPro. The Software Support Specialist will also participate in developing training materials for clients including guides, training lessons, and articles. It is also expected that other tasks will be completed as needed to support the goals and objectives of the Client Services department.
This is a hybrid position in the Harrisburg office.
Promptly resolve client inquiries submitted through the Help Center (Zendesk) by responding with relevant article content and a resolution to their inquiry.
Communicate cross-departmentally with the Product and Development teams when a bug is reported by a client and continue following up internally to be able to report the status back to clients.
In conjunction with the Customer Service team, perform Business Acceptance Testing (BAT) upon completion of work from the Product Development team.
Learn and understand the functionality of releases as they occur to convey changes and be a resource for clients.
Participate in writing and publishing release notes to convey newest software updates.
Assist in maintaining accurate client records in PensionPro including contact name, contact information, business address, etc.
Participate in proactive customer service outreach initiatives as directed.
Utilize product knowledge and Help Center resources to support eLearning lesson and video efforts by building outlines for assigned training courses.
Assist in developing comprehensive storyboards, to include narration scripts, in PowerPoint which serve as detailed plans for eLearning development. Opportunity to record voiceover narration for trainings, if interested.
Formulate scenarios and stage data with appropriate business context in preparation for software simulation recording.
Participate in the electronic delivery of Benefit Insights newsletters to participating clients.
Skills & Experience:
Experience supporting end-users of software products preferred.
Experience working in the Retirement Plan industry OR basic- to intermediate-level experience using PensionPro Software as an end-user preferred.
A self-starter able to work both independently and as part of a team.
Driven, creative, and detail-oriented, with strong initiative, and pride in their work.
Aptitude for learning technical software and systems in an independent and efficient manner.
Excellent verbal and written communication skills to enhance communication with clients and to aid in developing training for end-users.
Must possess a passion for delivering exceptional customer service to help maintain PensionPro’s reputation as a company that provides value in the after-sales lifecycle of our product.