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 client contact, responsible for resolving inquiries and system issues, troubleshooting technical challenges, escalating critical incidents, and coordinating with teams to maintain platform performance. The Analyst contributes to client satisfaction, operational efficiency, and ongoing process improvements through knowledge sharing and workflow development. The role operates under general supervision in a collaborative, fast-paced environment and supports clients during the 8:00 AM to 5:00 PM EST shift. The position is based in the greater Colorado Springs, Colorado area, or the greater Salt Lake City, Utah 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, either custom-built software or a SaaS platform.
- Experience with online ticketing systems and support.
- Experience creating user documentation.
Nice To Haves
- Experience with Jira.
- 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 with urgency and professionalism, 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 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, 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 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
