Platform Technology Support - Analyst

Job Description

iCapital is seeking an Analyst or Associate to join its Platform Technology Support team. In this role, the candidate will respond to inbound technical service queries regarding the company’s rapidly growing digital integrated ecosystem. The individual will coordinate the resolution to more complex issues by collaborating with senior team members and the firm’s product specialists. The Platform Technology Support team’s principal objective is to offer iCapital’s customers a singular service to manage all their technical needs.

Responsibilities:

• Respond to technical inquiries via email and phone calls.
• Troubleshoot client technical issues and collaborate with product specialists.
• Synthesize customer feedback and partner with other departments to optimize digital offerings.
• Engage and lead customer demonstrations as enhancements or new solutions are introduced.
• Work with external partners and internal business and finance managers.
• Facilitate user entitlements to iCapital’s suite of systems.
• Assist with updating team documentation.

Qualifications:

• Bachelor’s Degree with 1-2 years of experience in client service or technical support.
• Able to prioritize assignments with excellent time management skills.
• Proven ability to work independently and as a team player.
• Technical expertise with spreadsheets, business intelligence tools, and databases.
• Strong communication skills.
• Experience with alternative investments and financial technology is preferred.

iCapital offers:

• Equity for all full-time employees
• Annual performance bonus
• Employer matched retirement plan
• Generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling
• Parental leave
• Unlimited paid time off (PTO)