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 inquiriesWork with minimal direction/independently, keeping management informed of progress and escalating issuesReach out proactively 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 partners.Support the development and maintenance of policies, procedures, and training materialsEnsure client satisfaction and confidence in JP Morgan’s service offering, based on Customer Satisfaction Score (CSAT), is at or above departmental standards

Required Qualifications, Skills and Capabilities

2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services2+ years of Customer Service experienceExcellent communication in both oral and writtenFlexibility 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 productsAble 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 workAble to effectively manage operational risk through adherence to established procedures and controls

Preferred Qualifications, Skills and Capabilities

Portuguese language skills strongly preferredEffective analytical approach and complex problem-solving skills.