JPMorgan OMNIChannel Client Service Analyst 

United States, Florida, Tampa 

352956392

As a Omnichannel Client Service Analyst in Payments you will work closely with internal and external stakeholders to deliver solutions that power client growth, create a seamless experience for our clients, and anchor JPMorgan Payments as the preferred payments provider to large clients and franchises across North America.

You will be responsible for resolving technical issues experienced by clients with regards to the products and services offered by JPMorgan Payments. You will need to analyze and document available data, monitor and manage customers’ expectations, and be responsible for the resolution of reported issues within the defined SLAs. You will also be actively involved with communicating product gaps and readily suggest product and process improvements.

Job Responsibilities

• Assist Customer Service level II Tech specialists with escalations and general support needs via assist queue, chat, email etc.
• Provide technical support to clients by troubleshooting and efficiently resolve problems via phone, email or in person
• Handle all escalated technical issues by validating defects, debugging, verifying network connectivity and setting up traces
• Interpret customer issues, report design concerns, reliability and/or maintenance problems
• Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product
• Execute training and product knowledge transfers with internal Operational and Client Services partners
• Manage and facilitate technical client escalations and own to resolution
• Collaborate with internal stakeholders to maintain service levels and delivery obligations
• Be an active participant in the refinement and growth of our Omnichannel products and services and Solutions business case
• Ensure all produce documentation and job aids, tip sheets, manuals and reference guides are created, archived and maintained

Required Qualifications, Skills and Capabilities

• 3+ years experience in the payments industry or related technology field
• Possess strong knowledge of payment environments, and integration methodology/languages
• Exhibit proven track record with multi-faceted payment platform implementations for large and mid-tier enterprise businesses
• Possess strong communication skills to partner effectively with cross-functional stakeholders
• Be self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
• Possess ability to analyze issues and problems, recommend solutions, and communicate effectively and confidently - both verbal and written
• Have strong documentation skills
• Must be willing to work schedules during our operating hours, which may include evenings, weekends, & holidays

Preferred Qualifications, Skills and Capabilities

• Degree in computer science or related technical field
• 2+ years in a technical role with integrated solutions
• Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau) are strongly preferred