Platform Support - Analyst

Benefits

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About this role

Platform Support - Analyst Salt Lake City, Utah, United States About the Role iCapital is looking to hire an Analyst to join its Platform Technology Support team. The team provides technical support to its rapidly growing client base of financial advisors and individual investors, as part of the company's mission to create a best-in-class user experience. This individual will have a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment. This position will be responsible for researching, collaborating, and solving technical issues as it relates to iCapital's integrated platform. The ideal candidate will thrive in a collaborative, multi-disciplinary team environment across multiple locations, working in a fast-paced and entrepreneurial setting. 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

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