Client Service Associate

Job Description

Step into a frontline role supporting JPMorgan Chase’s firmwide Data & AI Platform. As a Client Service Associate, you will help users of all experience levels—from business analysts to data scientists and engineers—discover, access, and responsibly use the platform’s data, AI, and governance capabilities. You will be the primary point of contact for inquiries and issues, providing clear guidance, resolving problems efficiently, and driving adoption of self‑service tools.

You are client‑obsessed, operationally rigorous, and comfortable translating complex, technical topics into simple, actionable steps. You combine excellent communication with strong data and tech literacy to help colleagues be successful on the platform.

• Serve as the first line of support for the firmwide Data & AI Platform, triaging and resolving user inquiries.
• 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).

• 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).