Platform Technology Support - Assistant Vice President

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 $210 billion in global client assets invested in 1,690 funds, as of November 2024.
iCapital has been named to the Forbes Fintech 50 for six consecutive years (2018 – 2024); 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 Assistant Vice President to join its Platform Technology Support team to respond to inbound technical service queries regarding iCapital Integrated platform offering. This role will work with a broad range of external and internal customers seeking assistance with an array of low to moderately complex technical service needs, as well as coordinating the resolution to more complex issues by collaborating with internal stakeholders. The Platform Technology Support team’s principal objective is to offer iCapital’s customers a singular service experience to manage all their technical needs. We are seeking team members with a technical skillset who desire to deliver an exceptional client experience in a fast-paced, collaborative, and entrepreneurial environment. 

Responsibilities

• Respond to platform specific technical inquiries from users across iCapital’s integrated platform.
• Effectively troubleshoot technical issues and collaborate internally as needed, providing timely resolutions.
• Synthesize customer feedback and collaborate with other departments to optimize the user experience.
• Facilitate user entitlements to iCapital’s suite of systems
• Assist with the creation of processes and documentation of technical issues (process guide / run books) for new product solutions and as enhancements emerge.

Qualifications

• 5+ years of experience in a client technical support role, working in a fast-paced, agile environment.
• Strong communication skills are essential, as the success of this position requires continual interaction with external partners and internal business managers.
• Ability to prioritize assignments with excellent time management skills
• Proven ability to multi-task and work both independently and as a team player
• Technical experience including comfort with spreadsheets, business intelligence tools and an understanding of databases (experience with SQL is a plus)
• Attention to detail and the ability to analyze and research systems to rectify issues and provide solutions.
• Familiarity with alternative investments and financial technology is strongly preferred

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office three days, with the flexibility to work remotely two days.  Every department has different needs, and some positions will be designated in-office jobs, based on their function. 

Benefits

iCapital offers a comprehensive benefits package that includes a total compensation program consisting of competitive salary, annual performance bonus, and equity for all full-time employees; healthcare with 100% employer-paid health and dental insurance; and generous paid time off (PTO).

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