Neovest - Technical Client Service Specialist - Associate

Neovest is a modern technology platform for institutional investors, providing access to diverse pools of liquidity across global markets.  Our innovative platform supports trading in global equities, futures, options, and FX markets, offering sophisticated tools and robust support to streamline workflow and empower efficient trading.

Job Summary

As a Level 2 Technical Client Service Specialist in our front office team, you will play a critical role in providing advanced support services to Neovest customers. You will serve as an escalation point for the Level 1 support team, offering higher-level technical and business-related assistance. Your expertise will be instrumental in resolving complex issues and ensuring a seamless customer experience.

Job Responsibilities

• Act as an escalation point for the Level 1 support team, providing guidance and advanced troubleshooting for complex technical and business-related issues.
• Deliver exceptional front-line support services to Neovest customers through email and phone channels.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to application use, configuration, and system access.
• Provide prompt and accurate responses to customers within SLAs as defined by the level of service purchased by the customer.
• Prioritize and manage multiple client issues simultaneously, ensuring timely resolution.
• Utilize Jira/Confluence management tool to update, escalate, and resolve incidents, and contribute to the Knowledge Base with common issues and solutions.
• Interact with various levels of client and firm management through both written and verbal communications.
• Analyze data or information to identify underlying principles, reasons, or facts by breaking down information or data into separate parts.
• Manage tasks effectively to maximize productivity, identify and address complex database performance issues, and implement solutions in a timely manner.
• Work to understand clients' business needs above and beyond the immediate requirements, fostering a strong relationship of trust with them.

Required Qualifications, Capabilities, and Skills

• Bachelor's degree (or equivalent) in Information Systems, Computer Science, Business/Finance, or a related field.
• Proven experience in a Level 1 support role within an EMS, OMS, or PMS client support organization.
• Strong communication skills (oral & written) and outstanding customer service skills, including empathy, tenacity, and a strong sense of urgency.
• Exposure to programming languages (e.g., C++, VB, C#, .NET).
• Demonstrated ability to assess risks and associated urgency quickly and confidently as it pertains to client issues.
• Advanced knowledge of IT infrastructure, Windows OS, and database access tools (e.g., SQL Server Management Studio).
• Ability to read and develop complex queries using SQL.
• Proven ability to understand and develop concept-driven solutions and problems.
• Ability to function in an environment that requires flexibility, good judgment, and sound decision-making based on limited information and/or extreme conditions.
• A team player with a good sense of teamwork, willing to support and guide the Level 1 support team.

Preferred Qualifications, Capabilities, and Skills

• Experience with electronic trading software support and analytic software support.
• Strong business acumen and awareness of trading applications, protocols, and interfacing applications.
• Experience with network and domain architecture.

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