Neovest - Technical Client Service - Analyst

JPMorganChase; Pleasant Grove (UT); On-site; USD 60,000 - 100,000; Full time

Job summary

JPMorgan Chase & Co. in Utah is seeking a Technical Client Service Analyst to provide front-line support to Neovest customers via email and phone. You will diagnose issues, communicate with traders, analysts, and IT teams, and escalate where needed.

The role emphasizes technical and business collaboration, with a focus on resolving application/configuration issues and maintaining SLA commitments.

Qualifications

• Bachelor's degree (or equivalent) in a related field.
• Excellent English language skills, written and spoken.
• Strong problem-solving and troubleshooting abilities.
• Exposure to financial services or software client support.

Responsibilities

• Diagnose, troubleshoot and resolve customer issues related to application use and configuration.
• Respond promptly to customers within SLAs.
• Prioritize incidents and manage multiple client issues concurrently.
• Communicate with both technical and business stakeholders.
• Document issues and workarounds, contribute to knowledge base.
• Identify database performance issues and assist with timely solutions.

Job description

Job Description

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy. As a Technical Client Service Analyst in the Product Solutions team, you will play a pivotal role in delivering exceptional front-line support services to Neovest customers through email and phone channels. The support will involve both technical and business-related issues, so you will be expected to work and communicate effectively with both technical resources (DBA, developers) as well as business resources (Traders, Business Analysts, Compliance Officers, Trade Support, etc.). You should possess the ability to efficiently diagnose, troubleshoot and effectively communicate as well as elevate issues to client and internal employees.

Job Responsibilities

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use and configuration
• Provide prompt and accurate responses to customers within SLAs as defined by the level of service purchased by the customer
• Prioritize all customer incidents and manage multiple client issues simultaneously
• Interact with various levels of client and firm management through both written and verbal communications
• Report software issues to Product Development via documented processes and procedures, including replicating the issue when possible
• Perform all due diligence, identify workarounds to bugs and customer issues whenever possible, and contribute common issues and techniques to the Knowledge Base
• Manage tasks effectively to maximize productivity, and identify and address complex database performance issues and implement solutions in a timely manner

Required Qualifications, Capabilities, And Skills

• Bachelor's degree (or equivalent) with at least 0+ years of experience in a financial services or software client support environment
• Excellent English language skills (oral and written) with the ability to articulate complex concepts clearly to differing audiences
• Demonstrated ability to quickly assess risks and urgency as they pertain to client deliverables, with strong problem-solving and troubleshooting skills
• Exposure to buy-side trading applications, protocols, and interfacing applications (OMS, EMS, FIX protocol)
• Knowledge of IT infrastructure and Windows OS in a support setting, with working experience using database access tools (e.g., SQL Server Management Studio) and ability to read and write complex SQL queries
• Working knowledge of network and domain architecture, with solid business acumen and awareness of trading, portfolio management, and trade operations
• Ability to function in an environment requiring flexibility, good judgment, and sound decision-making under pressure, with strong critical thinking and teamwork skills

Preferred Qualifications, Capabilities, And Skills

• Familiarity with Jira/Confluence or similar incident management tools
• Exposure to programming languages (e.g., C++, VB, C#, .NET)
• Ability to identify and develop concept-driven solutions and contribute to the Knowledge Base
• Creative thinking with the ability to develop new ideas, applications, or approaches to client challenges

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.