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Salary: USD 60,000 - 75,000 / annual
iCapital is hiring a Production Support Analyst to provide front-line technical support for its annuities eApplication platform. This role serves 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.
Key responsibilities include:
- Collaborating with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably
- Responding to client inquiries and support requests with urgency, professionalism, and a focus on timely resolution
- Identifying critical issues and coordinating with cross-functional iCapital teams to drive prompt escalation and resolution
- Maintaining or exceeding established response-time compliance standards and service level expectations
- Delivering high-quality client experience to maintain or exceed customer satisfaction targets
- Developing and contributing to standardized workflows, best practices, and process improvement initiatives
- Performing technical support and ticket resolution activities under general supervision while demonstrating sound judgment and accountability
The PSA plays a key role in driving client satisfaction, improving operational efficiency, and contributing to continuous process enhancements through knowledge sharing and workflow development. This position supports clients during the 8:00 AM to 5:00 PM EST shift and operates under general supervision within a collaborative, fast-paced environment. The role works in the office Monday-Thursday, with flexibility to work remotely on Friday.
Requirements:
- 1-3 years' experience in 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 insurance industry is a plus
