Platform Technology Support- Analyst

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.

Requirements

• 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.

Benefits

• Comprehensive benefits package
• Employer matched retirement plan
• Generously subsidized healthcare
• Parental leave
• Unlimited paid time off (PTO)