Software Support Specialist (PA, Harrisburg)

June 24, 2022

EdgeCo Holdings is comprised of several affiliated companies focused on providing a broad array of sophisticated financial products, technology, and support services in the areas of full-service retirement plan administration, brokerage services, and trust & custody solutions. EdgeCo provides these services through numerous subsidiary entities including American Trust, Mid Atlantic Trust Company, NewEdge Capital Group and PensionPro Software.

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, assist with the review of implementation data, and complete other tasks, as needed to support the goals and objectives of the Client Services department.

Responsibilities:

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.
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.
Script, record audio, and screencast items related to upcoming features and releases to accompany articles in the Help Center on an as-needed basis as experience and knowledge level allow.
Manage the Help Center library by posting new/updated articles, release notes, and videos and regularly reviewing content to ensure accurate and up-to-date information and functionality of linked pages.
Learn and understand the functionality of releases as they occur to convey changes and be a resource for clients.
Participate in the electronic delivery of Benefit Insights newsletters to participating clients.
Utilize product knowledge and Help Center resources to build outlines for assigned training courses to develop.
Complete initial review/scrub of client data files for import related to new client onboarding based on established checklist as needed.