High Growth Tech 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. 

 

As a Technology Support Associate within Commercial and Investment banking, 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.

Job responsibilities

Work with minimal direction/independently, keeping management informed of progress and escalating issuesOwn/Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiriesAct as Tier 2 Support assisting and will help shape the knowledge of the Senior Analyst within the team.Manage proactively outreach to clients and internal partners to address processing errors or in support of platform changesSafeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policyDeliver 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 partnersSupport the development and maintenance of policies, procedures, and training materialsEnsure 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

At least 2 years of Customer Service experienceFull-time in office, across various shifts, and holidays where supported markets are openIntermediate MS Office and standard PC skills with the ability to learn and support digital platforms and productsAble to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concernsAbility to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize workAble to effectively manage operational risk through adherence to established procedures and controlsStrong 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

At least 2 years of Technical Support experienceEffective analytical approach and complex problem-solving skillsAble to translate complex technical information into simple termsHas knowledge about API, OAuth Certificates, JSON.