Tier 1 Production Support Analyst - Analyst
About The Position
iCapital is hiring a Production Support Analyst to provide front-line technical support for its annuities eApplication platform. The role is a key point of contact for clients, resolving inquiries and system-related issues, escalating critical incidents, and collaborating across teams to help maintain platform performance. The analyst contributes to client satisfaction, operational efficiency, and ongoing process improvements through knowledge sharing and workflow development. The position works under general supervision in a collaborative, fast-paced environment and supports clients during the 8:00 AM to 5:00 PM EST shift. The role is based in the greater Colorado Springs, Colorado area, or the greater Des Moines, Iowa area. Employees work in the office Monday through Thursday and may work remotely on Friday.
Requirements
- 1–3 years of experience in the technology industry.
- Experience providing direct end-user support for software, including custom-built software or a SaaS platform.
- Experience with an online ticketing system and support.
Nice To Haves
- Experience with Jira.
- Experience creating user documentation.
- Experience with Jira Confluence and SharePoint.
- Experience in the insurance industry.
Responsibilities
- Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably.
- Respond to client inquiries and support requests urgently and professionally, focusing on timely resolution.
- Identify critical issues and coordinate with cross-functional iCapital teams to support prompt escalation and resolution.
- Meet or exceed established response-time compliance standards and service-level expectations.
- Deliver a high-quality client experience to meet or exceed customer satisfaction targets.
- Develop and contribute to standardized workflows, best practices, and process-improvement initiatives.
- Perform technical support and ticket-resolution activities under general supervision, demonstrating sound judgment and accountability.
Benefits
- Equity for all full-time employees.
- Annual performance bonus.
- Employer-matched retirement plan.
- Subsidized healthcare.
- 100% employer-paid dental and vision coverage.
- Telemedicine.
- Virtual mental health counseling.
- Parental leave.
- Paid time off (PTO).
- Overtime pay in accordance with applicable law.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
