Retirement Plan Administration Support Specialist

Company: Aquila Software Group
We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to this link directly.
Who we are
At Aquila, we invest in category-defining B2B/B2G software companies globally, acting as a thought-partner, striving for the success of our companies in the long term. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company. For our people, this means limitless possibilities.
We are unapologetically unique, pivoting to respond to the needs of the multiple markets we operate in. We have ambitious goals, and we are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.
About CalcAir
CalcAir, a Gemini Group company within Aquila, provides retirement plan administration software to third-party administrators and benefits professionals across the United States. With more than 50 years of industry experience, we help our customers manage complex retirement plans, navigate changing regulations, and deliver accurate, efficient administration services.
Who we need
Reporting to the Director of Customer Experience, we are hiring a Retirement Plan Administration Support Specialist. You will apply your knowledge of retirement plan administration to help customers resolve complex questions related to plan calculations, software functionality, and regulatory requirements. You will work closely with our development team to investigate issues, identify opportunities for improvement, and test software changes, helping ensure our solutions deliver accurate results and meet the needs of the retirement plan professionals who rely on them.
This is a fully remote role based anywhere in the United States. You will work an eight-hour shift within our customer support hours of 8:00 a.m. to 5:30 p.m. Central Time.
What’s in it for you
A new direction for your career. You will have the opportunity to bring your retirement plan administration expertise into a software company that serves the industry you know. You will build on your knowledge in a customer-facing role, developing new skills in software support, troubleshooting, and product functionality while helping retirement plan professionals make the most of the technology they rely on.
Broader exposure and impact. You will work with a diverse range of third-party administrators and benefits professionals across the United States, gaining insight into different approaches, challenges, and retirement plan requirements. You will expand your industry knowledge while helping customers solve complex problems and improve how they work. Through your collaboration with the development team, you will also have a voice in how our software evolves, sharing feedback and helping test improvements that benefit customers across the industry.
Career growth and opportunity. You will join a team where your industry knowledge is valued and where there are opportunities to develop your career in new directions. You will gain exposure to different aspects of the software business, with potential pathways into senior support, product, or other customer-facing roles. As part of Aquila's broader portfolio of software companies, you will also have access to a wider network of businesses and potential opportunities to grow your career over time.
As our new Retirement Plan Administration Support Specialist you will
Guide and support customers. You will respond to questions from retirement plan administrators and other industry professionals through phone, email, and our support ticketing system. You will help customers navigate software functionality, understand results, and work through issues involving their day-to-day administration activities. You will provide clear explanations and follow through on questions that require further investigation.
Solve complex administration questions. You will draw on your understanding of qualified retirement plans, including calculations, compliance testing, contributions, distributions, and regulatory requirements, to investigate customer questions. You will look beyond what the software displays to understand the underlying administration process, research unfamiliar scenarios, and determine the correct result.
Collaborate on software improvements. You will identify and document software issues, communicate bug reports and enhancement requests, and work with our development team to help resolve them. You will also bring your perspective as an experienced administrator to discussions about new features and changes driven by evolving legislation.
Test and validate changes. You will help test software fixes, new functionality, and regulatory updates before releasing them to customers. Using your knowledge of retirement plan rules and calculations, you will evaluate whether the software produces the expected results across different administration scenarios and provide feedback when further changes are needed.
Share knowledge with customers and colleagues. You will contribute to release notes, written resources, training materials, and webinars that explain software functionality, regulatory changes, and common administration questions. You will make complex information accessible and help customers get more from the software they use.
You bring
The retirement plan administration experience. You have hands-on experience administering U.S. qualified retirement plans and understand the processes, calculations, and compliance requirements involved. You know how administration tasks are performed, what results to expect, and how to investigate discrepancies. Your experience may come from a third-party administrator, insurance company, investment firm, or an organization that manages retirement plans internally.
The industry knowledge. You have a strong understanding of qualified retirement plans, including compliance testing, contributions, distributions, and plan documentation. You are familiar with ERISA and regulatory developments such as SECURE 2.0. You bring knowledge of defined contribution plans, and experience with defined benefit or cash balance plans is an asset. You know where to find reliable information when regulations change or unfamiliar questions arise.
The software experience. You have used retirement plan administration software in your work and understand how it supports calculations, compliance, and day-to-day administration. You may have experience with CalcAir, DATAIR,Relius, ASC, FT Williams, or similar platforms, including internally developed systems. You are comfortable working with spreadsheets to review calculations and validate results.
The analytical and problem-solving skills. You can work through complex questions, investigate unexpected results, and identify the source of an issue. You take a methodical approach to reviewing information, testing assumptions, and finding answers. You know when to involve others and can clearly explain what you have found and how to resolve it.
The customer focus and communication skills. You can explain complex retirement plan concepts and software functionality in a way that is clear and helpful to customers with different levels of knowledge. You listen carefully, ask thoughtful questions, and take ownership of resolving issues, keeping customers informed along the way. You are comfortable working independently and collaborating with support and development colleagues to find solutions.
The curiosity to keep learning. You are interested in technology and how software can improve retirement plan administration. You are open to learning new software, contributing to product testing, and exploring ways to improve customer support. Familiarity with ticketing systems such as TeamSupport is an asset, as are industry designations such as QKA, QPA, APA, or ERPA, although these are not required.
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