Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.
As a Technology Support II team member in High Growth Technology group, you will play a vital role in ensuring the operational stability, availability, and performance of the production application flows with some of our largest enterprise customers in the Latin Americas region. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.
Job Responsibilities
- Own & manage work queues (phone/email/internal case) in a client-facing role, requiring daily tasks and establishing service level agreements, troubleshooting and investigating client technical and transactional inquiries
- Work with minimal direction/independently, keeping management informed of progress and escalating issues
- Reach out proactively 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 Customer Satisfaction Score (CSAT), is at or above departmental standards
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Required Qualifications, Skills and Capabilities
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- 2+ years of Customer Service experience
- Excellent communication in both oral and written
- Flexibility to work in a 24/7 work environment, across various shifts, and US holidays where supported LATAM 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
Preferred Qualifications, Skills and Capabilities
- Portuguese language skills strongly preferred
- Effective analytical approach and complex problem-solving skills.
ABOUT US
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
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.