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Technology Support Specialist

Location:Brainerd North, MN
Level:Full Time
Category: Information Technology


Position Purpose: 

Responsible for support of Technology Development team in the fulfillment, service, and branding of web based products. Serve as point of contact and support for clients using all RPS technology products and services. Responsible for documenting support calls and ensuring service level standards are met. Serve as contact for quality assurance testing on new/updated RPS commercial software products/services. Accountable for building product/service (as applicable), fulfilling, and invoicing new client purchase agreements and fulfilling and tracking updates to RPS commercial software products/services. Act as back up point of contact for Technology RMs when needed.

Essential Duties and Responsibilities

Commercial Software & Technology Support:

• Provide customer service support; telephone, email, technology databases in a call center environment

• Prepare client specific product/service builds; fulfill, invoice, and track

• Assist clients with database issues; complete software or upgrade installations as requested

• Fulfill stock commercial software products/services; fulfill, invoice, and track

• Coordinate and fulfill branding (standard and SOW) of web-based commercial software products to client specifications

• Coordinate commercial software updates

• Provide web site administrator (WSA) assistance (content editor) to RPS managers placing current content on web site

• Provide quality assurance testing for all RPS commercial software products/services

• Posses excellent understanding of various operating systems and ISPs; expand knowledge of operating systems and ISPs

• Expand industry knowledge and apply to RPS commercial software products/services

• Fulfillment of new commercial software products/services (ex. web tools) and electronic subscriptions

• Serve as back-up to Fulfillment Coordinator relating to AS400 and Pathlore maintenance

• Serve as a point person in creation and fulfillment of customized web landing pages specific to RPS products

Customer Service

• Develop and maintain client relationships

• Coordinate and participate in joint conference calls with client and appropriate RPS staff to discuss projects as needed

• Distribution of client communications

Special Projects

• Initiate and accept additional duties as necessary

• Commercial Software presentations for job shadowing

Contribute to Overall Success

• Follow all department procedures meeting assigned service standards

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

• 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

Minimum Requirements:

• Bachelor’s degree in business administration, technology-related field or equivalent work experience is required.

• Microsoft Office experience required

• Basic ERISA knowledge preferred

• Project coordination experience preferred

• Excellent trouble-shooting skills

• Excellent oral and written communications skills required

• Excellent interpersonal skills

• Strong customer service skills

• Strong organizational skills

• Multi-task oriented

• Able to work in a fast-paced environment

• Team player

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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