Neovest - Technical Client Service - Analyst

JPMorgan Chase & Co.; Pleasant Grove (UT); On-site; USD 65,000 - 95,000; Full time

Job summary

JPMorgan Chase & Co. in the United States seeks a Technical Client Service Analyst within the Product Solutions team to deliver front-line support to Neovest customers via email and phone, handling both technical and business issues.

You will diagnose, troubleshoot, and escalate as needed, collaborating with DBA, developers, traders, and compliance teams to ensure timely resolutions and adherence to SLAs.

Qualifications

• Bachelor's degree (or equivalent) with relevant support experience.
• Excellent English, both spoken and written.
• Strong troubleshooting and risk assessment skills.

Responsibilities

• Research, diagnose, troubleshoot and resolve customer issues related to application use and configuration.
• Provide prompt responses within SLAs as defined by the level of service purchased by the customer.
• Prioritize incidents and manage multiple client issues simultaneously.
• Interact with client and firm management through written and verbal communications.
• Report software issues to Product Development, including replication when possible.
• Identify workarounds and contribute to Knowledge Base.
• Manage tasks to maximize productivity and address complex database performance issues.

Skills

Front-line support

Troubleshooting

SQL queries

SQL Server

English communication

Trading apps exposure

Team collaboration

Problem solving

Education

Bachelor's degree

Tools

SQL Server Management Studio

Jira/Confluence

Windows OS

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 should 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