# Tier 1 Production Support Analyst - Analyst

**Company**: iCapital
**Location**: Colorado Springs, Colorado
**Work arrangement**: hybrid
**Experience**: entry
**Job type**: full-time
**Salary**: $60,000 to $75,000
**Category**: IT
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/icapitalnetwork/jobs/8842359002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b198eae7-686

## Description

iCapital is seeking a Production Support Analyst to provide front-line technical support for its annuities eApplication platform. The successful candidate will ensure timely resolution of client inquiries and system-related issues, deliver exceptional service, troubleshoot technical challenges, escalate critical incidents, and collaborate with teams to maintain platform performance.

Responsibilities:

- Collaborate with Production Support team members to share workload responsibilities.

- Respond to client inquiries and support requests with urgency and professionalism.

- Identify critical issues and coordinate with cross-functional 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.

Qualifications:

- 1-3 years' experience in the technology industry.

- Experience providing direct end-user support for software.

- Experience with online ticketing systems and support; Jira experience is a plus.

- Experience creating user documentation; Jira Confluence and SharePoint experience is a plus.

- Experience in the insurance industry is a plus.

Benefits: The base salary range for this role is $60,000 to $75,000. The position is paid on an hourly basis and is classified as non-exempt. Employees in this role are eligible for overtime pay and receive a comprehensive benefits package, including an employer-matched retirement plan, subsidized healthcare, parental leave, and paid time off (PTO).

## Skills

### Required
- technology industry
- end-user support
- online ticketing systems
- user documentation

### Nice to have
- Jira
- Jira Confluence
- SharePoint
- insurance industry

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/icapitalnetwork/jobs/8842359002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)