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Sr Technology Support Specialist

Location:Brainerd North, MN
Level:Full Time
Category: Client Operations


Section 1: Position Summary

Serve as lead contact for clients using RPS commercial software products/services.   Work closely with the Technology Development team in the fulfillment and branding of web based products.  Responsible for documenting and assigning all escalated support calls and ensuring service level standards are met.  Serves as the lead contact for all quality assurance testing on new/updated RPS commercial software products/services. Accountable for fulfilling and invoicing new client contracts and tracking updates to RPS software products/services. 

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.
  • Responsible for designing technology support work flows, priority management and delegation
  • Provide training for the support service role and be willing to expand industry and technical knowledge as needed.
  • Provide customer service support; telephone, email, technology databases in a call center environment
  • Utilize internal systems to monitor and maintain detailed information for project tracking and problem resolution
  • Main point of contact for technical development team and all other internal and external customers
  • Fulfill stock and custom product/service builds; fulfill, invoice, and track
  • Coordinate and fulfill branding (standard and SOW) of web-based commercial software products to client specifications
  • Provide web site administrator (WSA) assistance (content editor) to RPS managers placing current content on web site
  • Fulfill all IRA direct express and Service Center express new implementations
  • Provide quality assurance testing for all RPS commercial software products/services
  • Expand industry knowledge and apply to RPS commercial software products/services
  • Serve as a point person in creation and fulfillment of customized web landing pages specific to RPS products
  • Coordinate and participate in joint conference calls with client and appropriate RPS staff to discuss projects as needed
  • Follow all department procedures meeting assigned service standards
  • Provide management with feedback/solutions to avoid errors and provide better service
  • Attend training and development sessions, as appropriate
  • Perform other duties and special projects as assigned

Section 3:  Experience, Skills, Knowledge Requirements

  • Bachelor’s degree  in Business or related field or equivalent work experience required
  • Basic understanding of various operating systems and ISPs
  • Microsoft Office experience required
  • Basic ERISA knowledge preferred
  • Project coordination experience required
  • Excellent analytical and problem solving skills
  • Excellent written and oral communication skills
  • Excellent interpersonal skills
  • 2-3 years customer service experience required
  • Detail-oriented
  • Excellent organizational skills
  • Multi-task oriented
  • Able to work in a fast-paced environment
  • Team player

We are proud to be an Equal Opportunity Employer

Ascensus is a place to have a career, not just a job. As the largest US independent retirement and college savings services provider, we put our focus on people.  Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity. When you join our team, you get to go to work every day knowing that you help over 6 million Americans save for retirement and college.


Ascensus is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Ascensus also takes affirmative action to employ, and advance in employment, qualified women, minorities, and covered veterans. Ascensus also makes reasonable accommodations for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state laws


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What makes any career at Ascensus so rewarding?

  • Collaborative, idea-sharing environment
  • Professional development
    • In-house training
    • Tuition reimbursement
  • Generous reward programs
  • Paid time off (additional purchase plan)
  • Medical, dental & vision benefits
  • Health savings account (employer contribution up to $1,100)
  • 401(k) & 529 match programs
  • Volunteer/charitable-giving programs
  • Business casual dress
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