iCapital is powering the worlds alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, & banks evaluate & recommend bespoke public & private market strategies for their high-net-worth clients. iCapital services approximately $180 billion in global client assets invested in 1,441 funds, as of February 2024.

iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2023); a three-time selection by Forbes to its list of Best Startup Employers (2021-2023); & a three-time winner of MMI/Barrons Solutions Provider award (See link below). 

About the Role

We are seeking an Analyst for the Global Platform Support & Operations team within our Client Success vertical. This role sits at the center of iCapital's mission, focusing on enhancing operational scalability, driving innovation, & ensuring the delivery of exceptional support experiences to our clients & partners. You will become an expert & advisor on the iCapital platform while striving for operational excellence. 

This role is not just about individual performance, but also building strong client relationships & becoming strategic problem solvers together with our team leads & associates. It's a highly collaborative role, with a strong focus on improving our clients' overall health & satisfaction & operational processes as a team.

Responsibilities

• Act as the primary contact for clients, managing inquiries & optimizing their platform experience. Prioritize & categorize requests for efficient resolution.
• Address a wide range of client concerns, utilizing technical skills & in-depth platform knowledge.
• Meet & exceed service level agreements & performance targets through effective queue management.
• Work with internal teams to escalate & resolve high-priority issues, ensuring quick resolution.
• Enhance & maintain product documentation & internal resources to support platform users.
• Develop & maintain expert knowledge of the iCapital platform, educating clients & internal teams.
• Maintain fund collateral & offerings to keep the platform updated with varying alternative investment products.

Qualifications

• 1-4+ years of experience in a client-facing role providing technical support for a Fintech platform or SaaS product
• Proven ability to analyze complex technical problems, breaking them down into actionable steps & driving them toward a resolution
• Convey complex concepts clearly & concisely to a diverse audience
• Collaborative team member who proactively seeks ways to improve client satisfaction & operational efficiency, contributing positively to our team culture & client success
• Strong troubleshooting, analytical, & problem-solving abilities & able to collaborate cross-functionally in a fast-paced environment
• Experience with support ticketing tools & a strong foundation in technical troubleshooting
• Patient & client-centric approach to delivering technical & platform support
• Strong verbal & written interpersonal skills, explaining complex concepts straightforwardly & transparently to clients & internal parties with limited knowledge of the topic
• Thrive in a fast-paced, dynamic environment, demonstrating flexibility, & able to quickly adjust to new challenges & priorities
• Client-focused approach in support scenarios

Benefits

The base salary range for this role is $60,000 to $100,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, & an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, & virtual mental health counseling, parental leave, & unlimited paid time off (PTO).

We believe the best ideas & innovation happen when we are together. We offer most employees the flexibility to work in the office three or four days. Every department has different needs, & some positions will be designated in-office jobs, based on their function. 

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

 iCapital is proud to be an Equal Employment Opportunity & Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.