Insight Support - Associate

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 users, along with completing the operational configurations to enable the tools for 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

Requirements

2 to 5+ years of experience in a client technical support role or data entry and programming 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 support ticketing tools and a strong foundation in technical troubleshooting, with 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

Nice to have

Familiar with alternative investments; Financial technology experience; Experience with SQL

Benefits

Compensation package including salary, equity for all full-time employees, and an annual performance bonus; Employer matched retirement plan; Generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling; Parental leave; Unlimited paid time off (PTO); Flexibility to work remotely on Friday