Insight Support - Associate

iCapital•Salt Lake City, UT

4d•$75,000 - $80,000•Hybrid

About The Position

iCapital is seeking an Associate to join the Platform Technology Support team, focusing on the Insight, Learning Center, and Architect platform features. The role is suited to someone with technical skills who is committed to delivering an exceptional client experience in a fast-paced, collaborative, and entrepreneurial environment. It involves working closely with other teams to improve client satisfaction and operational processes.

Requirements

2 to 5+ years of experience in a client technical support role or in a 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 and adjust quickly to new challenges and priorities.
Technical experience, including comfort with spreadsheets and business intelligence tools, and an understanding of databases.
Experience with support ticketing tools and a strong foundation in technical troubleshooting, with a patient and client-centric approach to technical and platform support.
Attention to detail and ability to analyze and research systems to rectify issues and provide solutions.
Self-starter with a strong sense of ownership; able to work independently, prioritize effectively, and proactively drive issues through resolution.

Nice To Haves

SQL experience is a plus.
Familiarity with alternative investments and financial technology is preferred.

Responsibilities

Partner with Product Managers, Relationship Managers, Operations, and Annuities clients to configure Insight, Learning Center, and Architect features, including platform customizations, and facilitate internal user entitlements.
Configure courses for user access and complete operational configurations that enable tools for clients.
Respond to escalated inbound technical service queries and inquiries through the firm’s case management tool.
Add educational content to the Learning Center, 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 documenting technical issues to support new product solutions, enhancements, and operational changes.