Tier 1 Production Support Analyst - Analyst
About The Position
iCapital is looking to hire a Production Support Analyst (PSA) to provide front-line technical support for iCapital's annuities eApplication platform, ensuring timely resolution of client inquiries and system-related issues. 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. 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.
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 system and support
- Experience creating user documentation
Nice To Haves
- Experience with Jira is a plus
- Experience with Jira Confluence and SharePoint is a plus
- Experience in insurance industry is a plus
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 with urgency, professionalism, and a focus on timely resolution.
- Identify critical issues and coordinate with cross-functional iCapital teams to drive prompt escalation and resolution.
- Maintain or exceed established response-time compliance standards and service level expectations.
- Deliver high-quality client experience to maintain 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 while demonstrating sound judgment and accountability.
Benefits
- Equity for all full-time employees
- Annual performance bonus
- Employer-matched retirement plan
- Generously subsidized healthcare
- 100% employer-paid dental
- 100% employer-paid vision
- 100% employer-paid telemedicine
- 100% employer-paid virtual mental health counseling
- Parental leave
- Paid time off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
