Platform Support - Analyst

Responsibilities

• 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.

Qualifications

• 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
• Experience working with cloud-based technologies, such as AWS or Azure, is a plus
• Knowledge of security protocols and best practices for securing data and systems is a plus
• 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
• Familiar with alternative investments and financial technology is strongly preferred

Pay

The base salary range for this role is $60,000 to $70,000. 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).

Schedule

Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.