Production Support Analyst — Hybrid with Remote Fridays

iCapital Network, Inc.

Des Moines (IA)

Híbrido

USD 60.000 - 75.000

Jornada completa

Hace 8 días

Una candidatura completa en un minuto

Currículum y carta de presentación personalizados, listos para enviar.

Supera los filtros ATS

Ventajas ofrecidas por este puesto de trabajo

Equity

Annual bonus

Retirement plan

Health insurance

Dental coverage

Vision coverage

Telemedicine

Mental health support

Parental leave

PTO

Descripción de la vacante

iCapital Network, Inc. is hiring a Production Support Analyst to provide front-line technical support for the annuities eApplication platform. You will address client inquiries, troubleshoot issues, escalate incidents, and collaborate with cross-functional teams to keep the platform performing well.

The role supports an 8:00 AM to 5:00 PM EST schedule with hybrid in-office and remote flexibility. Applicants should have 1–3 years in tech and experience with end-user software support and ticketing

Formación

1-3 years’ experience in technology industry.
Direct end user support for software or SAAS platform.
Experience with Jira as a ticketing system is a plus.
Experience creating user documentation; Jira Confluence and SharePoint are a plus.

Responsabilidades

Collaborate with Production Support team during working hours and share workload equitably.
Respond to client inquiries with urgency and professionalism for timely resolution.
Identify critical issues and coordinate with cross-functional teams for escalation and resolution.
Maintain or exceed established response-time standards and service levels.
Deliver high-quality client experience to meet customer satisfaction targets.
Develop and contribute to standardized workflows and process improvements.
Provide technical support and ticket resolution under supervision with sound judgment.