Global Platform Support - Analyst

iCapital is powering the world’s alternative investment marketplace. Our financial technology platform has transformed how advisors, wealth management firms, asset managers, and banks evaluate and recommend bespoke public and private market strategies for their high-net-worth clients. iCapital services approximately $176 billion in global client assets invested in 1,433 funds, as of December 2023.

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); and a three-time winner of MMI/Barron’s Solutions Provider award (See link below). 

About the Role

iCapital is seeking an Analyst or Associate to join its Global Platform Support team. This individual will respond to inbound technical service queries regarding the company’s rapidly growing digital alternative investments ecosystem. This role will work with a broad range of external and internal clients seeking assistance with an array of low to moderately complex technical service needs, as well as coordinate the resolution to more complex issues by collaborating with the company’s product specialists. The Global Platform Support team’s principal objective is to offer iCapital’s customers a singular service experience to manage all their technical needs. This individual will have a technical skillset with the desire to deliver an exceptional client experience in a fast-paced, collaborative, and entrepreneurial environment. 

Responsibilities

• Respond to technical inquiries via email and phone call from internal and external users across iCapital’s digital alternative investments ecosystem. 
• Troubleshoot low to moderately complex client technical issues effectively and collaborate with internal product specialists on more complex matters to ensure timely resolution.
• Synthesize customer feedback and partner with other departments to help optimize iCapital’s digital offerings. 
• Participate in and lead customer demonstrations as enhancements or new solutions are introduced. 
• Facilitate user entitlements to iCapital’s suite of systems.
• Assist with updating team documentation (e.g. process guides) as new product solutions and enhancements emerge.

Qualifications

• Bachelor’s Degree with 0-2 years of previous work experience in a client service or technical support role (open to recent/upcoming college graduates with relevant internship experience)
• Strong communication skills are essential, as the success of this position requires continual interaction with external partners, internal business and finance managers on a global basis and a client-friendly demeanor
• Able to prioritize assignments with excellent time management skills
• Proven ability to work independently and as a team player
• Technical expertise including comfort with spreadsheets, business intelligence tools and an understanding of databases; Experience with SQL is a plus
• Familiar with alternative investments is preferred

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, 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 unlimited paid time off (PTO).

We believe the best ideas and 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, and 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 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.