Digital Markets - Technical Client Service Specialist for Neovest - Analyst

Are you ready to make a meaningful impact in the world of digital financial services? Join our Digital team, where you'll help customers access, share, and control their financial data, empowering them to make smart decisions with their money. You'll be part of a collaborative environment that values innovation, career growth, and your unique skills, all while upholding our principles of security, customer control, convenience, and privacy. As a Technical Client Service Analyst in the front office team, you will deliver exceptional support to Neovest customers through email and phone channels. You'll work closely with both technical and business resources, efficiently diagnosing, troubleshooting, and communicating solutions. Your role is pivotal in ensuring customer satisfaction and driving continuous improvement within the team.,

• 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 updating, escalating, and resolving 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, and contribute common issues and techniques to the Knowledge Base.
• Work to understand clients' business needs beyond immediate requirements.
• Analyze data or information by breaking down information or data into separate parts to identify underlying principles, reasons, or facts.
• Manage tasks effectively to maximize productivity and address complex database performance issues, implementing solutions in a timely manner.
  
  Bachelor's degree (or equivalent) and extensive experience in a financial services/software client support environment.
• Ambitious, self-driven, and eager to work 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 and tasks, with strong problem-solving and troubleshooting skills.
• Exposure to application knowledge in the financial industry, specifically buy-side trading applications, protocols, and interfacing applications (OMS, EMS, FIX protocol).
• Knowledge of IT infrastructure and Windows OS in a support setting, with experience using database access tools (e.g., SQL Server Management Studio) and ability to read and develop complex queries using SQL.
• Exposure to network and domain architecture, solid business acumen, and awareness of trading/portfolio management/trade operations implications.
• Ability to function in an environment requiring flexibility, good judgment, and sound decision-making based on limited information or extreme conditions, with proven ability to develop concept-driven solutions.
• Critical thinking skills, using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems, making good decisions and solving problems under pressure.
• Strong sense of teamwork, projecting confidence tempered with humility, and willingness to both steer and support the team.
• Creative thinking, developing new applications, ideas, relationship systems, or products, including artistic contributions.
Preferred qualifications, capabilities, and skills
• Exposure to programming languages such as C++, VB, C#, or .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., 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.