JPMorgan Digital Markets – Technical Client Service Specialist Neovest Associate 

Zambia, Central Province 

771862110

As a Technical Client Service Specialist 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.

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
• Understand and use Jira/Confluence management tool, including how to update, escalate and resolve incidents
• Interact with various levels of client and firm management through 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 as well as common issues and techniques for addition to Knowledge Base
• Work to understand client's business needs above and beyond the immediate requirements
• Analyse data or information — Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts
• Manage tasks effectively to maximise productivity, as well as identify and address complex database performance issues and implement solutions in timely manner

Required qualifications, capabilities, and skills

• You have Bachelor’s degree (or equivalent) and demonstrate some (minimum 2 years) working in a financial services/software client support environment
• You are ambitious, self-driven, and looking to work in a fast-paced environment
• You demonstrate excellent English Language skills
• You demonstrate ability to quickly and confidently asses risks, and associated urgency as it pertains to client deliverables/tasks as they arise as well as strong problem solving and troubleshooting skills
• You demonstrate exposure to some application knowledge as it pertains to the financial industry. More specifically buy side trading applications, protocols, and interfacing applications.
• You demonstrate knowledge of IT infrastructure and Windows OS in a support related setting, demonstrate working knowledge and experience using database access tools and have ability to read and develop complex queries
• You have exposure and working knowledge set of network and domain architecture as well as have solid business acumen and awareness of trading/portfolio management/trade operations implications of decisions
• You have ability to function in an environment that requires flexibility, good judgment and sound decision-making based on limited information and/or extreme conditions and have proven ability to understand and develop concept driven solutions and problems
• You demonstrate critical thinking, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Making good decisions and solving problems while under pressure
• You have a good sense of teamwork – you project confidence tempered with humility. You should be a team player willing both to steer the team towards success and to fully support the team when others are steering
• You demonstrate creative thinking – you develop, design or create new applications, ideas, relationship systems, or products, including artistic contributions

Preferred qualifications, capabilities, and skills

• Exposure to programming languages a plus