Job Description

Job Description

Job Description

iCapital is powering the world's alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services, approximately $218 billion in global client assets invested in 1,760 funds, as of January 2024.

iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2024); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); and a four-time winner of MMI/Barron's Solutions Provider award (See link below).

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 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

• Respond to platform specific technical inquiries from both internal and external users across iCapital's integrated platform.
• Effectively troubleshoot technical issues and collaborate internally as needed, providing timely resolutions.
• Synthesize customer feedback and collaborate with other departments to optimize the user experience.
• Create documentation for new product solutions and enhancements to existing technology, as well as producing resources to enable staff to determine technical issues.
• Educate internal departments regarding the best practices to resolve technical issues.
• Participate in event driven initiatives related to the rollout of new system capabilities and functionality.
• Assist the team manager with the review and oversight of requests to ensure service provided is accurate, timely, and meets iCapital's high standards.

Qualifications

• 5+ years of experience in a client technical support role, working in a fast-paced, agile environment
• Strong communication skills are essential, as the success of this position requires continual interaction with external partners and internal business managers
• Ability to prioritize assignments with excellent time management skills
• Proven ability to multi-task and work both independently and as a team player
• Technical experience and comfortable with spreadsheets, business intelligence tools and an understanding of databases.
• Attention to detail with the ability to analyze and research systems to rectify issues and provide solutions. Familiar with alternative investments and financial technology is strongly preferred

Benefits

The base salary range for this role is $ 100,000 to $ 140,000. iCapital offers a compensation package which includes salary, 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 unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit -us Twitter: @icapitalnetwork | LinkedIn: -network-inc | Awards Disclaimer: -us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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