Digital Markets - Technical Client Service Specialist for Neovest - Analyst or Associate

Overview

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.

Role

As a Technical Client Service Analyst or Associate in the front office 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 escalate issues to client and internal employees.

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
• Understand and use Jira/Confluence management tools, including how to update, escalate and resolve incidents
• 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 due diligence, identify workarounds to bugs and customer issues whenever possible, and contribute to the Knowledge Base with common issues and techniques
• Work to understand client’s business needs beyond the immediate requirements
• Analyze data or information by breaking it down into parts to identify underlying principles, reasons, or facts
• Manage tasks effectively to maximize productivity and address complex database performance issues with timely solutions

Required qualifications, capabilities, and skills

• Bachelor’s degree (or equivalent) and experience in a financial services/software client support environment
• Ambitious, self-driven, and able to thrive in a fast-paced environment
• Excellent English language skills (oral and written)
• Ability to quickly and confidently assess risks and urgency related to client deliverables, with strong problem-solving and troubleshooting skills
• Exposure to financial industry application knowledge, specifically buy-side trading applications, protocols, and interfacing applications (OMS, EMS, FIX protocol)
• Knowledge of IT infrastructure and Windows OS in a support context, with experience using database access tools (e.g., SQL Server Management Studio) and the ability to read and develop complex SQL queries
• Exposure to network and domain architecture with solid business acumen and awareness of trading/portfolio management/trade operations implications
• Flexibility, good judgment, and sound decision-making under limited information or extreme conditions; ability to develop concept-driven solutions
• Critical thinking, using logic and reasoning to evaluate alternatives and solve problems under pressure
• Strong teamwork skills; able to lead when appropriate and fully support the team
• Creative thinking to develop or contribute to new applications, ideas, systems, or products

Preferred qualifications, capabilities, and skills

• Exposure to programming languages (e.g., C++, VB, C#, .NET)

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals, and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

Additional information

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 value diversity and inclusion. We do not discriminate on the basis of any protected attribute. We also accommodate applicants’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

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. Discover a unique opportunity to become part of our Digital Markets team.