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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.
Job Responsibility:
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 have:
Experience working with cloud-based technologies, such as AWS or Azure
Knowledge of security protocols and best practices for securing data and systems
Familiar with alternative investments and financial technology
What we offer:
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