About the Role

iCapital’s Platform Technology Support team provides technical support to its rapidly growing client base of financial advisors and individual investors, as part of the company’s mission to create a best-in-class user experience. This is a great opportunity for someone with a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment.

This position will be on our platform support level II team responsible for researching, collaborating and solving technical issues as it relates to iCapital’s integrated platform. The ideal candidate will embrace a collaborative and multi-disciplinary team in a fast-paced and entrepreneurial environment.

Responsibilities:                 

• Responding in a timely manner to client inbound support requests and maintaining updates during troubleshooting.
• Engaging in the initial triage of support requests and either resolving or escalating to the appropriate secondary support team.
• Maintain accurate recording of troubleshooting steps and documenting knowledgebase articles in the CRM.
• Communicating with client sales teams on new technical issues and explaining resolutions.
• Utilizing a variety of technical tools for troubleshooting for API, database, and data retrieval.
• Helping the support team streamline processes or developing new methods for issue tracking.
• Taking the initiative on assigned support requests and collaborating with engineers from multiple teams to solve problems.
• Educate internal departments regarding the best practices to resolve technical issues.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 2 + years of experience in technical support
• Strong technical background, with experience in troubleshooting and resolving technical issues.
• Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders.
• Strong problem-solving skills, with the ability to think creatively and strategically.
• Ability to work in a fast-paced, dynamic environment.
• Ability to prioritize assignments with excellent time management skills
• Proven ability to multi-task and work both independently and as a team player
• Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues.
• Ability to troubleshoot and resolve issues related to database connectivity, API integration, and data retrieval.
• Experience working with cloud-based technologies, such as AWS or Azure, is a plus.
• Knowledge of security protocols and best practices for securing data and systems is highly desirable.
• Technical experience and comfortable with spreadsheets, business intelligence tools and an understanding of databases. 
• Attention to detail with the ability to analyze and research systems to rectify issues and provide solutions.
• Familiarity with alternative investments and financial technology is strongly preferred

Benefits

The base salary range for this role is $60,000 to $85,000.  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. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

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.

About the Role 

iCapital is looking to hire an Associate or Assistant Vice President to join the Investor Relations team to service the company’s rapidly growing client base. This role will work with a broad range of clients within a fast-paced, collaborative, and entrepreneurial environment. The Investor Relations team supports investors, financial advisors, and home office personnel, assisting them with their investments on iCapital’s technology platform, and works closely with fund sponsors using the iCapital platform for distribution. The team’s goal is to optimize the user experience and ensure our clients’ overall success.

Responsibilities

• Provide dedicated coverage of client accounts, working closely with internal relationship managers to support the clients’ needs and objectives.
• Provide ongoing client support, answering a wide variety of questions timely and accurately, with the goal of ensuring overall client satisfaction.
• Support high-profile fund managers in their fundraising efforts by assisting their clients through the subscription process and managing fund closings, with a strong dedication to successful client outcomes.
• Collaborate with the Technology team to optimize the user experience through enhancements to the company’s proprietary technology platform.

Qualifications

• Bachelor’s degree with 2-6+ years of experience in financial services, preferably in client service or experience in an investor relations role in alternative investments
• Ability to manage phone queue during operating hours 8:30am-6 PM EST 
• Experience with high-net-worth clients, financial advisors, and fund managers
• Excellent organizational skills and attention to detail
• Strong interpersonal, written, and verbal communication skill
• Able to meet deadlines and work effectively under pressure
• Proven ability to multi-task and work both independently and as a team player
• Proficient computer skills, specifically Microsoft Office applications like Word, PowerPoint, and Excel

Benefits

The base salary range for this role is $90,000 to $115,000.  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. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

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.

About the Role

iCapital is seeking an Analyst or Associate to service the company’s rapidly growing client base within the Investor Relations team. This role will work with a broad range of clients within a fast-paced, collaborative, and entrepreneurial environment. The Investor Relations team supports investors, financial advisors, and home office personnel, assisting them with their investments on iCapital’s technology platform, and works closely with fund sponsors using the platform for distribution. The team’s goal is to optimize the user experience and ensure clients’ overall success.

Responsibilities

• Provide ongoing client and advisor support by managing inbound phone and email inquiries, delivering timely and accurate responses, escalating issues as appropriate, and ensuring a high level of overall client satisfaction.
• Support high-profile fund managers in their fundraising efforts by assisting their clients through the subscription process and managing fund closings, with a strong dedication to successful client outcomes. 
• Assist with special projects for Senior Management in support of iCapital’s businesses.

Qualifications

• Bachelor’s Degree 
• 2-5 years of experience in financial services, preferably in a client service or investor relations role in alternative investments
• Team player with a proven track record at working cross-functional lines of an organization and with a variety of key stakeholders
• Passion for client services and exceeding client expectations
• Experience working for or with wealth management firms is preferred
• Experience with SAAS offerings and wealth tech platforms is preferred
• Strong experience in Microsoft Office applications, specifically Excel and PowerPoint
• Excellent organizational, communication, and presentation skills
• Able to manage phone queue during operating hours 8:30am-6:00pm MST
• Able to meet deadlines and work effectively under pressure

Benefits

The base salary range for this role is $60,000 to $85,000.  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. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

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.

About the Role

iCapital is looking to hire an Assistant Vice President to join the Investor Relations team to service the company’s rapidly growing client base. This role will work with a broad range of clients within a fast-paced, collaborative, and entrepreneurial environment. The Investor Relations team supports investors, financial advisors, and home office personnel, assisting them with their investments on iCapital’s technology platform, and works closely with fund sponsors using the iCapital platform for distribution. The team’s goal is to optimize the user experience and ensure our clients’ overall success.

Responsibilities

• Provide dedicated coverage of client accounts, working closely with internal relationship managers to support the clients’ needs and objectives.
• Provide ongoing client support, answering a wide variety of questions timely and accurately, with the goal of ensuring overall client satisfaction.
• Support high-profile fund managers in their fundraising efforts by assisting their clients through the subscription process and managing fund closings, with a strong dedication to successful client outcomes.
• Collaborate with the Technology team to optimize the user experience through enhancements to the company’s proprietary technology platform.

Qualifications

• Bachelor’s degree with 6-10 years of experience in financial services, preferably in client service or experience in an investor relations role in alternative investments
• Ability to manage phone queue during operating hours 8:30am-6 PM MST 
• Experience with high-net-worth clients, financial advisors, and fund managers
• Excellent organizational skills and attention to detail
• Strong interpersonal, written, and verbal communication skill
• Able to meet deadlines and work effectively under pressure
• Proven ability to multi-task and work both independently and as a team player
• Proficient computer skills, specifically Microsoft Office applications like Word, PowerPoint, and Excel
•  

Benefits

The base salary range for this role is $85,000 to $110,000.  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. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

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.

About the Role

iCapital is looking to hire an Analyst to join its Platform Technology Support team. The team provides technical support to its rapidly growing client base of financial advisors and individual investors, as part of the company’s mission to create a best-in-class user experience. This individual will have a strong client orientation and technical skillset, who is interested in working in a fast-paced, collaborative, and entrepreneurial environment. This position will be responsible for researching, collaborating, and solving technical issues as it relates to iCapital’s integrated platform. The ideal candidate will thrive in a collaborative, multi-disciplinary team environment across multiple locations, working in a fast-paced and entrepreneurial setting.

Responsibilities

• Respond in a timely manner to client inbound support requests and maintain updates during troubleshooting.
• Engage in the initial triage of support requests and either resolve or escalate to the appropriate secondary Support team.
• Maintain an accurate recording of troubleshooting steps and document knowledgebase articles in the CRM.
• Communicate with Client Sales teams on new technical issues and explaining resolutions.
• Utilize a variety of technical tools for troubleshooting for API, database, and data retrieval.
• Help the support team streamline processes or develop new methods for issue tracking.
• Take initiative on assigned support requests and collaborating with engineers from multiple teams to solve problems.
• Educate internal departments regarding the best practices to resolve technical issues.
• Participate in event driven initiatives related to the rollout of new system capabilities and functionality.
• Synthesize customer feedback and collaborate with other departments to optimize the user experience.
• Create documentation for new product solutions and enhancements to existing technology, as well as producing resources to enable staff to determine technical issues.

Qualifications

• Bachelor’s degree in computer science, information technology, business administration or a related field
• 1-3 years of experience in technical support
• Strong technical background, with experience in troubleshooting and resolving technical issues
• Excellent communication skills, with the ability to communicate with technical and non-technical stakeholders
• Strong problem-solving skills, with the ability to think creatively and strategically
• Able to work in a fast-paced, dynamic environment
• Excellent time management skills and ability to prioritize tasks
• Proven ability to multi-task and work both independently and as a team player
• Experience working with APIs and databases, with a strong understanding of how to utilize them to resolve technical issues
• Experience working with cloud-based technologies, such as AWS or Azure, is a plus
• Knowledge of security protocols and best practices for securing data and systems is a plus
• Technical experience and comfortable working with spreadsheets, business intelligence tools, and an understanding of databases
• Attention to detail with the ability to analyze and research systems to rectify issues and provide solutions
• Familiar with alternative investments and financial technology is strongly preferred

Benefits

The base salary range for this role is $60,000 to $70,000.  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. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

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.