eepoint Product Technology Support Coordinator

We are seeking a highly skilled individual with a strong background in both defined benefit retirement business and technology. The ideal candidate will have hands-on experience coding systems and a deep understanding of market technology. This role is crucial for bridging the gap between business knowledge and technical expertise, ensuring our products meet the highest standards of innovation and functionality.

The Role

As the eepoint Product Technology Support Coordinator, you will serve as a key interface between the product, business teams, and technology team, ensuring that product and technology-related changes, issues, outages, and support needs are effectively communicated, prioritized, and resolved. You will work with other product workstream coordinators to provide technical guidance and bridge the gap between business knowledge and technical requirements. You will own a subset of workstreams under the product umbrella to drive requirements, set objectives, and manage the backlog as needed. You will use your technology experience alongside your business knowledge to oversee product development and deliverables for both new and ongoing product support. In order to stay relevant and connected to client delivery, you will devote 20% - 30% of your time delivering for clients utilizing your skills and experience. 

 New Product Support:

• Connect technology knowledge with business needs and objectives to identify areas of improvement and outline requirements for new product support. 

• Oversee requirements gathering from stakeholders to supplement technical support and critical thinking.

• Work with technology partners to support the delivery life cycle from a business perspective.

• Support the business to investigate, triage, and troubleshoot issues leveraging development and technology experience. 

• Act as a product workstream coordinator, aligning with areas of experience and expertise. 

• Own and drive product requirements, objectives, initiatives for products within workstream from concept to adoption, including education and documentation. 

• Document configuration guidance and instruction for teams to support rollout initiatives. 

Ongoing Product Support:

• Act as the primary business-side contact for reporting and escalating technology issues impacting business deliverables.

• Act as the first point of triage for calculator and configuration items to identify if RSG tickets are needed. 

• Assess and document business impact of business issues and outages, including affected processes and impacted teams.

• Document lessons learned and support implementation of preventive measures and outline new product needs for continuous improvement.

• Drive the process to identify root cause analysis alongside technology teams.

• Advocate for system enhancements and business support based on recurring issues and user feedback.

• Help draft client communications for business and technology changes as needed. 

• Support technology team to disseminate outage and issue resolution notifications, status updates, and timelines.

• Train product users on new tools and procedures.

   

This role can be held remotely from any location in the United States.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. 

The Requirements 

• Strong background in product and technology development, with hands-on experience coding pension systems.

• Deep understanding of market technology and the ability to connect technology knowledge with business needs and objectives.

• Strong analytical, integrative, and problem-solving skills to identify areas of improvement and outline requirements for product support.

• Excellent written and verbal communication skills to effectively interact with business teams, technology teams, and internal clients.

• Strong interpersonal and client management skills to build and maintain relationships.

• Strong organizational abilities and flexibility to work in a performance-driven environment.

• Sense of accountability, owning one’s work and taking pride in it; commitment to quality and continuous improvement.

• Ability to drive and manage projects and product initiatives.

• Desire to learn, accept new challenges, and have fun while doing so.

• Bachelor's degree or equivalent in business, management information systems, human resources management, benefits administration, or related field required; Master's degree a plus.

• Ability to travel and work extended hours as needed.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $95,000 to $125,000 USD per year.

The role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). Certain senior level roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.