Platform Support - Analyst

About the Role

iCapital is seeking an Analyst or Associate to join its Platform Technology Support team to respond to inbound technical service queries regarding the company’s rapidly growing digital integrated ecosystem. This role will work with a broad range of external and internal customers seeking assistance with an array of low to moderately complex technical service needs. This 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. The team is the point of contact to onboard all internal users of iCapital’s Platform as well as various external firms. We are seeking team members with a technical skillset who desire to deliver exceptional client experience in a fast-paced, collaborative, and entrepreneurial environment. 

Responsibilities

• Respond to technical inquiries via email and via phone calls from internal and external users across iCapital’s digital alternative investments ecosystem. 
• Effectively trouble-shoot low to moderately complex client technical issues and collaborate with internal product specialists on more complex matters to ensure timely resolution.
• Synthesize customer feedback and partner with other departments to help optimize iCapital’s digital offerings. 
• Engage and lead customer demonstrations as enhancements or new solutions are introduced. 
• Work with external partners, internal business and finance managers on a global basis in a client-friendly demeanor. 
• Facilitate user entitlements to iCapital’s suite of systems.
• Assist with updating team documentation (e.g. process guides) as new product solutions and enhancements emerge.

Qualifications

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

Benefits

The base salary range for this role is $ 70,000 to $ 80,000.  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.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative 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.