Technology Support I

Job Description
If you're a self-starter with a passion for client service and technical support, then you've found the right team.
The Payments Solution Center, provides 24/7 support to clients that leverage digital, end-to-end solutions that help them manage their business and working capital. In this role you will serve as a primary support contact for internal and external clients utilizing various digital channels and API based services for both transaction initiation and reporting. You will be required to manage interactions with business partners at all levels and across multiple lines of business. You will also be responsible for ensuring daily tasks are completed. You will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business.
Shift: Day + Weekend (Will require one or more weekend day once every month)
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
• Proactive outreach 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, skills, and capabilities

• Diploma Graduates in Computer Science/Information Systems/Engineering or related disciplines
• 2+ years of Customer Service or other relevant experience
• Full-time in office, 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, skills, and capabilities

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

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
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.