Platform Support, Level II - Analyst / Associate

Benefits

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About this role

Platform Support, Level II - Analyst / Associate Salt Lake City, Utah, United States About the Role iCapital's Platform Technology Support 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 is a great opportunity for someone with a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment. This position will be on our platform support level II team responsible for researching, collaborating and solving technical issues as it relates to iCapital's integrated platform. The ideal candidate will embrace a collaborative and multi-disciplinary team in a fast-paced and entrepreneurial environment. Responsibilities: - Responding in a timely manner to client inbound support requests and maintaining updates during troubleshooting. - Engaging in the initial triage of support requests and either resolving or escalating to the appropriate secondary support team. - Maintain accurate recording of troubleshooting steps and documenting knowledgebase articles in the CRM. - Communicating with client sales teams on new technical issues and explaining resolutions. - Utilizing a variety of technical tools for troubleshooting for API, database, and data retrieval. - Helping the support team streamline processes or developing new methods for issue tracking. - Taking the 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. Requirements: - Bachelor's degree in Computer Science, Information Technology,

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