Tier 1 Production Support Analyst - Analyst
About the Role
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.
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.
Qualifications
- 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 with Jira is a plus
- Experience creating user documentation; experience with Jira Confluence and SharePoint is a plus
- Experience in insurance industry is a plus
Benefits
The base salary range for this role is $60,000 to $75,000. This position is paid on an hourly basis and is classified as non-exempt. Employees in this role are eligible for overtime pay in accordance with applicable law. iCapital offers a compensation package that includes equity for all full-time employees and 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, and virtual mental health counseling, parental leave, and paid time off (PTO).
We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday. This position is based in the Colorado Springs area.
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 and 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.
Skills
As published by greenhouse · 15 questions · 1 written answer
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (9)
- Preferred First Name
- What is your LinkedIn profile URL? If applicable, please share the link. optional
- What is your personal website or online portfolio? If applicable, please share the link. optional
- What is your full legal name?
- What is your desired base salary expectation? Please specify the amount and currency.
- What is your desired total annual compensation when considering an equity award? Please specify the amount and currency.
- If "Employee Referral" was selected for "How did you hear about this job?" please type the full name of the referring employee. If not, please type in "N/A".
- Are you subject to any form of Garden Leave or a Non-Compete Agreement? If yes, please provide detail below.
- What is your desired bonus expectation? Please specify the amount and currency.
Pick from a list (5)
- Are you legally eligible to work in the country where this role is located?
- How did you hear about this job?
- iCapital is an office-first culture, as such all employees are required to work in the office Monday-Thursday, with the flexibility to work remotely on Friday, depending on the department. Please review the job description before applying, to identify the specified location/s for the role.
- Do you currently require any type of visa sponsorship for employment?
- Do you require any type of visa sponsorship for employment in the future (i.e. student visa transfer to H1B, etc)?
Written answers (1)
- What forms of deferred compensation do you currently have (e.g., unpaid or deferred bonus, equity, or other long‑term incentive plans)? Please provide as much detail as possible. If no form of deferred compensation exists, please input N/A for this question.