Technical Support Specialist - Remote

Overview

The Technical Support Specialist will be part of iCapital's Doc Center team, providing direct client support and ensuring the reliability and performance of applications.

In Short

• Research and troubleshoot client technical issues.
• Adhere to client-specific Service Level Agreements (SLA).
• Communicate ticket status and progress to clients.
• Collect and analyze feedback to enhance user experience.
• Assist in developing and maintaining user manuals and documentation.

Requirements

• 2+ years of experience in technical support or related field.
• Strong problem-solving skills.
• Effective communication skills.
• Proficiency with ticketing systems (e.g., FreshService, Jira).
• Experience with documentation tools (e.g., Confluence).
• Familiarity with database management systems (e.g., PostgreSQL).
• Able to analyze log files and JSON payloads.
• Experience in supporting SaaS applications.
• Familiarity with monitoring tools.
• Good understanding of cloud storage solutions.

Benefits

• Competitive salary and annual performance bonus.
• Equity for all full-time employees.
• 100% employer-paid health and dental insurance.
• Generous paid time off (PTO).