Insight Support - Associate

About the Role

iCapital is seeking an Associate to join the Platform Technology Support team, focusing on the Insight, Learning Center, and Architect platform features. This individual has a technical skillset who desires to deliver exceptional client experience in a fast-paced, collaborative, and entrepreneurial environment. This role is highly collaborative, with a strong focus on improving iCapital's clients' overall satisfaction, and operational processes as a team.

Responsibilities

• Partner closely with Product Managers, Relationship Managers, Operations, and Annuities clients to configure the Insight, Learning Center, and Architect features with the specific customizations on the platform and facilitate internal user entitlements to the three features.
• Configure courses for access by our users, along with completing the operational configurations to enable the tools for our clients.
• Respond to escalations for inbound technical service queries and inquiries using the firm's case management tool.
• Add education content in the Learning Center to build training courses and make resources available.
• File CE Credit applications and reports with external professional designations boards.
• Assist with the creation of processes and documentation of technical issues to support new product solutions, enhancements, and operational changes.

Qualifications

• 2 to 5+ years of experience in a client technical support role or data entry and programing environment within a fast-paced, agile environment
• Bachelor's degree is required
• Strong written and verbal communication skills are essential
• Able to thrive in a fast-paced, dynamic environment, demonstrating flexibility to quickly adjust to new challenges and priorities
• Technical experience including comfort with spreadsheets, business intelligence tools and an understanding of databases (experience with SQL is a plus)
• Experience with support ticketing tools and a strong foundation in technical troubleshooting and able to take a patient and client-centric approach to delivering technical and platform support
• Attention to detail and able to analyze and research systems to rectify issues and provide solutions
• Self-starter with a strong sense of ownership; able to work independently, prioritize effectively, and proactively drive issues through resolution
• Familiar with alternative investments and financial technology is preferred

Benefits

The base salary range for this role is $75,000 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.