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).