Platform Support - Analyst at iCapital in Salt Lake City, UT

Summary: 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. 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 Required 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 - 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 Preferred Qualifications: - 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 - Familiar with alternative investments and financial technology is strongly preferred Required Skills: Technical support, APIs, Databases Important Skills: Cloud technologies Nice-to-Have Skills: Financial technology, Communication skills, Problem-solving skills, Time management, Attention to detail Benefits: Equity for all full-time employees, Annual performance bonus, Employer matched retirement plan, Generously subsidized healthcare with 100% employer paid dental, Vision, Telemedicine, Virtual mental health counseling, Parental leave, Unlimited paid time off (PTO)