Platform Technology Support - Analyst

iCapitalis looking to hire an Analyst to join its Platform Support team. The team provides service and technical support to its rapidly growing client base of financial advisors and individual investors, as part of the company’s mission to create a best-in-class user experience.

Candidates should have a strong client orientation and technical skillset,with an interest in working in a fast-paced, collaborative, and entrepreneurial environment. This position willbe responsible for researching, collaborating, and solving technical issues as it relates toi Capital’sintegrated platform. The ideal candidate will thrive in a multi-disciplinary team environment across multiple locations, working in a fast-paced and entrepreneurial setting.

Responsibilities

• Respondin a timely mannerto inbound client service requests, focusing on Structured Investments offerings, with the opportunity to learn about other asset classes.
• Engage in theinitialtriage of support requestsbyeitherresolveorescalateto the appropriate secondary
  
  Support team.
• Maintain an accurate recording of troubleshooting steps and document knowledgebase articles in the CRM.
• Communicate with Client Sales teams on new technical issues and explaining resolutions.
• Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval.
• Help the support team streamline processes or develop new methods for issue tracking.
• Take initiative on assigned support requests and collaborating with engineers from multiple teams to solve problems.
• Educate internal departmentsregardingthe best practices to resolve technical issues.
• Participate in event driven initiatives related to the rollout of new system capabilities and functionality.
• Synthesize customer feedback and collaborate with other departments tooptimizethe user experience.
• Create documentation for new product solutions and enhancements to existing technology, as well as producing resources to enable staff todeterminetechnical issues.
• Assistin quality control efforts related to bi-weekly platform enhancement releases

Qualifications

• Bachelor’s degree in computer science, information technology, business administrationor a related field
• 1-3 years of experience in technical support
• Strong technical background, with experience in troubleshooting and resolving technical issues
• Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders
• Strong problem-solving skills, with the ability to think creatively and strategically
• Able to work in a fast-paced, dynamic environment
• Excellent time management skills and ability to prioritize tasks
• Proven ability to multi-task and work both independently and as a team player
• Experience working with APIs and databases, with a strong understanding of how toutilizethem to resolve technical issues
• Experience working with cloud-based technologies, such as AWS or Azure, is a plus
• Knowledge of security protocols and best practices for securing data and systems is a plus
• Technical experience and comfortable working with spreadsheets, business intelligence tools, and an understanding of databases
• Attention to detail with the ability to analyze and research systems to rectify issues and provide solutions
• Familiar with alternative investments and financial technology is strongly preferred

The base salary range for this role is $60,000 to $70,000. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

iCapital is proud to be an Equal Employment Opportunity and Affenticated Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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As set forth in iCapital Network 's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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