Tier 1 Production Support Analyst - Analyst
iCapital Network · Colorado Springs, Colorado, United States
About this role
## 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**. You’ll ensure timely resolution of client inquiries and system-related issues, troubleshoot technical challenges, escalate critical incidents, and collaborate across teams to maintain platform performance. This role supports clients during the **8:00 AM to 5:00 PM EST** shift and operates under general supervision in a collaborative, fast-paced environment. ## Responsibilities - Collaborate with the Production Support team to stay actively engaged 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 service level expectations. - Deliver a high-quality client experience to maintain or exceed customer satisfaction targets. - Develop and contribute to standardized workflows, best practices, and process improvement initiatives. - Perform technical support and ticket resolution activities under general supervision while demonstrating sound judgment and accountability. ## Qualifications - **1–3 years** of experience in the technology industry - Experience providing direct end-user support for software (**custom-built** or **SaaS**) - Experience with online ticketing/support; **Jira** is a plus - Experience creating user documentation; **Jira Confluence** and **SharePoint** are a plus - Insurance industry experience is a plus ## Benefits - Base salary range: **$60,000–$75,000** - Paid hourly; **non-exempt** (eligible for overtime pay) - Compensation package includes **equity** (full-time employees) and an **annual performance bonus** - Comprehensive benefits including: - Employer-matched retirement plan - Subsidized healthcare with **100% employer-paid dental, vision, telemedicine**, and virtual mental health counseling - Parental leave and **paid time off (PTO)** ## Work Location / Schedule - Work in the office **Monday–Thursday** - Flexibility to work remotely on **Friday** - Based in the **Colorado Springs** area
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