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Salary: USD 75,000 - 80,000 / annual
iCapital is seeking a Platform Technology Support Associate to join the Platform Technology Support team, focusing on the Insight, Learning Center, and Architect platform features. This role combines technical support with platform configuration in a fast-paced, collaborative environment serving alternative investment clients.
Key Responsibilities:
- Partner with Product Managers, Relationship Managers, Operations, and Annuities clients to configure Insight, Learning Center, and Architect features with specific customizations and facilitate user entitlements.
- Configure courses for user access and complete operational configurations to enable tools for clients.
- Respond to escalations for inbound technical service queries using the firm's case management tool.
- Add education content to the Learning Center to build training courses and make resources available.
- File Continuing Education (CE) Credit applications and reports with external professional designation boards.
- Assist with creating processes and documentation of technical issues to support new product solutions, enhancements, and operational changes.
The role emphasizes client satisfaction, operational excellence, and working collaboratively across teams. You'll work in the office Monday-Thursday with Friday remote flexibility.
Requirements:
- 2 to 5+ years of experience in a client technical support role or data entry and programming environment within a fast-paced, agile environment
- Bachelor's degree required
- Strong written and verbal communication skills
- Ability to thrive in a fast-paced, dynamic environment with flexibility to adjust to new challenges and priorities
- Technical experience including comfort with spreadsheets, business intelligence tools, and understanding of databases (SQL experience a plus)
- Experience with support ticketing tools and strong foundation in technical troubleshooting with a patient, client-centric approach
- Attention to detail with ability to analyze and research systems to rectify issues and provide solutions
- Self-starter with strong sense of ownership; able to work independently, prioritize effectively, and proactively drive issues to resolution
- Familiarity with alternative investments and financial technology preferred
