Platform Support - Analyst

About the position iCapital is looking to hire an Analyst to join its Platform Technology Support team. The team provides 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. This individual will have a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment. This position will be responsible for researching, collaborating, and solving technical issues as it relates to iCapital’s integrated platform. The ideal candidate will thrive in a collaborative, multi-disciplinary team environment across multiple locations, working in a fast-paced and entrepreneurial setting.

Responsibilities

• Respond in a timely manner to client inbound support requests and maintain updates during troubleshooting.
• Engage in the initial triage of support requests and either resolve or escalate to 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 departments regarding the 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 to optimize the user experience.
• Create documentation for new product solutions and enhancements to existing technology, as well as producing resources to enable staff to determine technical issues.

Requirements

• Bachelor’s degree in computer science, information technology, business administration or 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 to utilize them to resolve technical issues
• 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

Nice-to-haves

• 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
• Familiar with alternative investments and financial technology is strongly preferred

Benefits

• The base salary range for this role is $70,000 to $75,000.
• 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).

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