• Job Description

  Req#: 210659551

  Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience.

  As a Technology Support I team member in Commercial & Investment Bank, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience.

  Shift: Day + Weekend (Full time in office)

  Temporary location: Fountain Square

  Permanent location: Highland Oaks (move date to be determined)

  Job responsibilities

  • Work with minimal direction/independently, keeping management informed of progress and escalating issues
  • Own/Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries
  • Proactively reach out to clients and internal partners to address processing errors or in support of platform changes
  • Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
  • Deliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partners
  • Support the development and maintenance of policies, procedures, and training materials

  Ensure client satisfaction and confidence in JP Morgan’s service offering, based on Client Satisfaction (CSAT), is at or above departmental standards

  Required qualifications, capabilities, and skills

  • 1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
  • Bilingual in Spanish or Portuguese
  • Flexibility to work in a 24/7 hybrid work environment, across various shifts, and holidays where supported markets are open
  • Intermediate MS Office and standard PC skills with the ability to learn and support digital platforms and products
  • Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns
  • Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work
  • Able to effectively manage operational risk through adherence to established procedures and controls
  • Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance

  Preferred qualifications, capabilities, and skills

  • 2+ years of Technical Support experience
  • Effective analytical approach and complex problem-solving skills
  • Able to translate complex technical information into simple terms work

  
  

• About the company

  J.P. Morgan is a leader in financial services, offering solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years. Our business has been built upon our core principle of putting our clients'​ interests first.

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