Client Technical Services – Assistant Vice President
iCapital Network 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 $70 billion in global client assets invested in close to 750 funds across more than 125,000 underlying accounts.
iCapital was named Solutions Provider of the Year at the 2020 MMI/Barron’s Industry Awards and selected to the 2018, 2019 and 2020 Forbes FinTech 50, a list of the top 50 innovative financial technology companies that are transforming finance through technology.
About the Role
iCapital Network is forming a new group, Client Technical Support, within the Client Success – Investor Relations team to provide 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.
Responsibilities
- Respond to technical inquiries from users across all iCapital’s software, including the main platform and white label sites for investments, AI Insight for advisor training and education, and FactorE for portfolio analytics.
- Effectively troubleshoot basic technical issues and escalate as needed, providing timely resolutions.
- Lead demos of iCapital’s software for clients, service providers, and other partners.
- Synthesize customer feedback and collaborate with Investor Relations, Technology, and other departments to optimize the user experience.
- Assist with the creation of processes and documentation for this new functional area.
Qualifications
- Strong interpersonal and communication skills and a client-friendly demeanor
- Able to meet deadlines and work effectively under pressure
- 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)
- Familiarity with alternative investments is preferred
- Bachelor’s Degree with 5+ years of previous work experience in a client technical support role
Benefits
iCapital offers a comprehensive benefits package that includes a competitive total compensation program consisting of salary, equity for all full-time employees, and an employer matched retirement plan; generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling; and generous paid time off (PTO) featuring unlimited sick time and parental leave.
While we are currently working remotely due to COVID-19, this position will be based in our Greenwich office. As we plan to re-enter our offices in 2021, iCapital will offer most employees the flexibility to work remotely one to two days a week. Every department has different needs, and some positions will be designated in-office jobs, based on their function.
For additional information on iCapital Network, please visit https://www.icapitalnetwork.com/about-us Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc
iCapital Network 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.