Tier 1 Production Support Analyst - Analyst
About the Role
iCapital is looking to hire a Production Support Analyst (PSA) to provide front-line technical support for iCapital's annuities eApplication platform, ensuring timely resolution of client inquiries and system-related issues. This role serves as a critical point of contact for clients, delivering exceptional service while troubleshooting technical challenges, escalating critical incidents, and collaborating across teams to maintain platform performance. The PSA plays a key role in driving client satisfaction, improving operational efficiency, and contributing to continuous process enhancements through knowledge sharing and workflow development. This position supports clients during the 8:00 AM to 5:00 PM EST shift and operates under general supervision within a collaborative, fast-paced environment.
Responsibilities
- Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably.
- Respond to client inquiries and support requests with urgency, professionalism, and a focus on timely resolution.
- Identify critical issues and coordinate with cross-functional iCapital teams to drive prompt escalation and resolution.
- Maintain or exceed established response-time compliance standards and serv
