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Client Support Engineer - New York New York
Company: iCapital Network Location: New York, New York
Posted On: 04/28/2024
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 $176 billion in global client assets invested in 1,433 funds, as of December 2023. - iCapital has been named to the Forbes Fintech 50 for seven consecutive years (2018-2023); 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 a highly motivated Client Support Engineer to join our team. This role will be responsible for daily management and troubleshooting of client technical support requests for a large and dynamic application that supports structured investments, annuities, and alternative investments. This individual will be responsible for ensuring that all technical issues related to these investment products are resolved in a timely and efficient manner. This includes responding to requests and keeping the client informed of updates at a regular interval. The Client Support Engineer will initially triage the support request and escalate internally to a secondary support staff as needed. This may require collaboration with members of other engineering teams to help resolve the issue. This role also requires communication with several different internal business side teams. - 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 resolving or escalating to the appropriate secondary support team. -
- Maintain accurate records of troubleshooting steps and document knowledge base 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 and develop new methods for issue tracking. -
- Take initiative on assigned support requests and collaborating with engineers from multiple teams to problem solve. -
Qualifications - |
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