Client Service Associate London 1

Build a comprehensive understanding of capabilities offered by the Platform in order to manage client queries quickly and efficiently.

• Provide tailored guidance for users at varying skill levels; translate requirements into clear next steps and recommended paths.

• Troubleshoot common setup and integration issues in collaboration with Product, Engineering, and SRE.

• Identify, document, and resolve incidents; coordinate cross‑team escalations; provide timely user updates and contribute to post‑incident reviews and preventive actions.

• Create and maintain knowledge base articles, quick‑start guides, FAQs, and how‑to content to reduce friction and increase self‑service.

• Host office hours, clinics, and short training sessions to improve user proficiency and adoption.

• Track and report service KPIs/OKRs (e.g., response/resolution times, deflection rate, CSAT, time‑to‑value).

Required Qualifications, Capabilities, and Skills

• Bachelor's degree in computer science, Information Systems, Engineering, or a related field, or equivalent practical experience.

• 2-3 years of experience in a client support, technical support, help desk, or platform operations role, ideally within a large enterprise or technology environment.

• Strong problem-solving and troubleshooting skills, with the ability to quickly diagnose and resolve user issues.

• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to users of varying skill levels.

• Demonstrated ability to manage multiple inquiries simultaneously, prioritize effectively, and deliver timely, high-quality support.

• Experience collaborating with cross-functional teams (e.g., Product, Engineering, SRE) to resolve issues and improve user experience.

• Familiarity with data platforms, analytics tools, or cloud-based solutions is a plus.

• Proficiency in documenting solutions, creating user guides, and maintaining knowledge base content.

• Customer-focused mindset with a commitment to delivering excellent service and driving user adoption.

• Strong organizational skills and attention to detail, with experience tracking and reporting on service metrics (e.g., KPIs, OKRs).

ABOUT US

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.

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.

ABOUT THE TEAM

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.