Neovest - Technical Client Service - Analyst

JPMorgan Chase & Co.; Utah; On-site; USD 60,000 - 90,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technical Client Service Analyst in Utah to provide front-line support for Neovest customers across email and phone channels. You will diagnose, troubleshoot, and communicate with both technical (DBAs, developers) and business teams (Traders, Analysts, Compliance).

Responsibilities include researching issues, meeting SLAs, prioritizing incidents, and contributing to knowledge bases while helping optimize database performance and configurations.

Qualifications

• 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.

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.

Skills

English proficiency

Troubleshooting

Client support experience

Trading applications familiarity

SQL basics

Networking & Windows OS

Education

Bachelor's degree (or equivalent)

Tools

SQL Server Management Studio

Jira/Confluence

SQL queries

OMS/EMS/FIX exposure

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 possess the ability to efficiently diagnose, troubleshoot and effectively communicate as well as to do supporting as well as 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 to do supporting as well as 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 to do supporting as well as communicate effectively with both technical resources (DBA, developers) as well as business resources (Traders, Business Analysts, Compliance Officers, Trade Support, etc.).

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