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Technology Support - High Growth Tech (Portuguese and Spanish Speakers)
lead · Technology / Software Development
Elevate your career with JPMorgan Chase, a top financial firm, valuing innovation, creativity, and excellence.
As a Technology Support I - High Growth Tech (Team Leader) within the API Support team, you will serve as the primary contact for technical support in this rapidly expanding channel. You will provide 24/7 assistance to corporate clients and internal partners utilizing API-based services for transaction initiation and reporting. Your responsibilities will include efficiently managing and resolving inquiries, championing client interests, diagnosing connectivity issues, and proactively addressing processing errors to ensure client satisfaction and strengthen confidence in JPMorgan Chase products and services.
Job responsibilities
- Manage resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners
- Advocating on behalf of client to ensure client needs are met when working with business partners
- Escalate issues, ability to deal with critical and urgent requests in a swift and efficient manner
- Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries
- Reach out to clients and internal partners to address processing errors or in support of platform changes
- Monitoring of various queues for identification of issues and initiation of proactive notification to clients of issues or outages when appropriate
- Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
- Support the development and maintenance of policies, procedures, and training materials
- Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards
Required qualifications, capabilities and skills
- 3+ years of customer service or call center experience, including at least 2 years in Technical Support
- Language: Tri-lingual (English/Portuguese/Spanish) and excellent communication in both oral and written
- Strong Attention to detail and pattern recognition skills, highly motivated and self-managing, demonstrating sound judgment and effective decision making.
- Effective analytical approach and problem-solving skills
- Strong oral and written communication skills
- Able to maintain awareness of multiple work streams simultaneously
- Effective time management and organizational skills
- Able to translate complex technical information into simple terms
Able to work outside of normal coverage hours as needed (including weekends and holidays)
- Able to build and maintain good working relationships with business partners and technology
- Able to effectively manage operational risk through adherence to established procedures and controls