Description
iCapital is looking for a Production Support Analyst to provide front-line technical support for its annuities eApplication platform.
The successful candidate will serve 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.
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.
Qualifications:
- 1-3 years’ experience in the technology industry.
- Experience providing direct end-user support for software (either custom-built software or SaaS model platform).
- Experience with online ticketing systems and support; experience with Jira is a plus.
- Experience creating user documentation; experience with Jira Confluence and SharePoint 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. This position is paid on an hourly basis and is classified as non-exempt. Employees in this role are eligible for overtime pay in accordance with applicable law. iCapital offers a compensation package that includes equity for all full-time employees and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer-matched retirement plan, generously subsidized healthcare with 100% employer-paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and paid time off (PTO).