Platform Support - Analyst

iCapital is looking to hire an Analyst to join its Platform Technology Support team, which provides technical support to a growing client base of financial advisors and individual investors. The role involves researching, collaborating, and solving technical issues related to iCapital’s integrated platform while maintaining a strong client orientation.ResponsibilitiesRespond in a timely manner to client inbound support requests and maintain updates during troubleshootingEngage in the initial triage of support requests and either resolve or escalate to the appropriate secondary Support teamMaintain an accurate recording of troubleshooting steps and document knowledgebase articles in the CRMCommunicate with Client Sales teams on new technical issues and explaining resolutionsUtilize a variety of technical tools for troubleshooting for API, database, and data retrievalHelp the support team streamline processes or develop new methods for issue trackingTake initiative on assigned support requests and collaborating with engineers from multiple teams to solve problemsEducate internal departments regarding the best practices to resolve technical issuesParticipate in event driven initiatives related to the rollout of new system capabilities and functionalitySynthesize customer feedback and collaborate with other departments to optimize the user experienceCreate documentation for new product solutions and enhancements to existing technology, as well as producing resources to enable staff to determine technical issuesSkillsBachelor's degree in computer science, information technology, business administration or a related field1-3 years of experience in technical supportStrong technical background, with experience in troubleshooting and resolving technical issuesExcellent communication skills, with the ability to communicate with technical and non-technical stakeholdersStrong problem-solving skills, with the ability to think creatively and strategicallyAble to work in a fast-paced, dynamic environmentExcellent time management skills and ability to prioritize tasksProven ability to multi-task and work both independently and as a team playerExperience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issuesTechnical experience and comfortable working with spreadsheets, business intelligence tools, and an understanding of databasesAttention to detail with the ability to analyze and research systems to rectify issues and provide solutionsExperience working with cloud-based technologies, such as AWS or Azure, is a plusKnowledge of security protocols and best practices for securing data and systems is a plusFamiliar with alternative investments and financial technology is strongly preferredBenefitsEquity for all full-time employeesAnnual performance bonusEmployer matched retirement planGenerously subsidized healthcare with 100% employer paid dentalVisionTelemedicineVirtual mental health counselingParental leaveUnlimited paid time off (PTO)Company OverviewiCapital is a fintech platform for alternative investments and investors. It was founded in 2013, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://icapital.com.Company H1B SponsorshipiCapital has a track record of offering H1B sponsorships, with 6 in 2022, 10 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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