Insight Support - Associate

iCapital•Salt Lake, UT

3d•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 requires technical skills and a commitment to delivering an exceptional client experience in a fast-paced, collaborative, and entrepreneurial environment. The Associate works closely with colleagues and clients to improve client satisfaction and operational processes.

Requirements

2 to 5+ years of experience in a client technical support role or 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 quickly adjust 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, 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

Experience with SQL.
Familiarity with alternative investments and financial technology.

Responsibilities

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

Benefits

Equity for all full-time employees.
Annual performance bonus.
Employer-matched retirement plan.
Subsidized healthcare.
100% employer-paid dental insurance.
100% employer-paid vision insurance.
Telemedicine.
Virtual mental health counseling.
Parental leave.
Unlimited paid time off (PTO).
Flexible work arrangement: in-office Monday through Thursday and remote work flexibility on Friday.