Retirement Plan Administration Support Specialist

Aquila Software Group • Miramar, FL

2d • Remote

About The Position

CalcAir, a Gemini Group company within Aquila, provides retirement plan administration software to third-party administrators and benefits professionals across the United States. The Retirement Plan Administration Support Specialist applies retirement plan administration expertise to help customers resolve complex questions about plan calculations, software functionality, and regulatory requirements. The role works closely with the development team to investigate issues, identify product improvements, and test software changes to help ensure accurate results and meet customer needs.

This is a fully remote role based anywhere in the United States. The specialist works an eight-hour shift within customer support hours of 8:00 a.m. to 5:30 p.m. Central Time and reports to the Director of Customer Experience.

Requirements

• Hands-on experience administering U.S. qualified retirement plans, including the processes, calculations, and compliance requirements involved.
• Strong understanding of qualified retirement plans, including compliance testing, contributions, distributions, and plan documentation.
• Familiarity with ERISA and regulatory developments such as SECURE 2.0.
• Knowledge of defined contribution plans.
• Experience using retirement plan administration software and spreadsheets to review calculations and validate results.
• Ability to investigate complex questions and unexpected results methodically, review information, test assumptions, and communicate findings and resolutions.
• Strong customer service and communication skills, including the ability to explain complex retirement plan concepts and software functionality clearly.
• Ability to work independently, take ownership of customer issues, and collaborate with support and development colleagues.

Nice To Haves

• Experience with defined benefit or cash balance plans.
• Experience with CalcAir, DATAIR, Relius, ASC, FT Williams, similar retirement plan administration platforms, or internally developed systems.
• Familiarity with ticketing systems such as TeamSupport.
• Industry designations such as QKA, QPA, APA, or ERPA.

Responsibilities

• Respond to customer questions through phone, email, and the support ticketing system, helping users navigate software, understand results, and resolve day-to-day administration issues.
• Investigate complex questions about qualified retirement plans, calculations, compliance testing, contributions, distributions, and regulatory requirements.
• Research unfamiliar scenarios, assess administration processes, and determine correct results when customers identify discrepancies.
• Document software issues, communicate bug reports and enhancement requests, and collaborate with the development team on resolutions and product changes.
• Contribute retirement plan administration expertise to discussions about new features and changes driven by evolving legislation.
• Test software fixes, new functionality, and regulatory updates, validating results across administration scenarios and providing feedback.
• Contribute to release notes, written resources, training materials, and webinars that explain software functionality, regulatory changes, and common administration questions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed