Tier 1 Production Support Analyst - Analyst

iCapital is looking to hire a Production Support Analyst (PSA) to provide front-line technical support for iCapital's annuities eApplication platform, ensuring timely resolution of client inquiries and system-related issues. This role serves as a critical point of contact for clients, delivering exceptional service while troubleshooting technical challenges, escalating critical incidents, and collaborating across teams to maintain platform performance. The PSA plays a key role in driving client satisfaction, improving operational efficiency, and contributing to continuous process enhancements through knowledge sharing and workflow development. This position supports clients during the 8:00 AM to 5:00 PM EST shift and operates under general supervision within a collaborative, fast-paced environment.

Responsibilities

Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably; Respond to client inquiries and support requests with urgency, professionalism, and a focus on timely resolution; Identify critical issues and coordinate with cross-functional iCapital teams to drive prompt escalation and resolution; Maintain or exceed established response-time compliance standards and service level expectations; Deliver high-quality client experience to maintain or exceed customer satisfaction targets; Develop and contribute to standardized workflows, best practices, and process improvement initiatives; Perform technical support and ticket resolution activities under general supervision while demonstrating sound judgment and accountability

Requirements

1-3 years' experience in technology industry; Experience providing direct end user support for software (either custom built software or SAAS model platform); Experience with online ticketing system and support; Experience creating user documentation

Nice to have

Experience with Jira; Experience with Jira Confluence and SharePoint; Experience in insurance industry

Benefits

Compensation package including 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; Parental leave; Paid time off (PTO)