JPMorgan Technology Support – Team Leader 

Philippines, Quezon City 

433854606

Job Summary:

As a Technology Support I – Team Leader within the API Support team in Treasury Services Solution Center, you will provide 24/7 technical support to corporate clients and internal partners. Your role will encompass working with a variety of API-based services for both transaction initiation and reporting, such as the API Gateway, Real Time Payments, SEPA Instant, and JPMorgan Wallet. You will act as the main point of contact for support in this intricate and swiftly growing chan

Job Responsibilities:

• Take full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners
• Provide accurate and timely documentation and follow up on all inquiries received
• Advocating on behalf of client to ensure client needs are met when working with business partners
• Timely escalation of issues, ensuring that the defined escalation procedures are followed
• Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries
• Proactively 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:

• Minimum of 5 years of customer service or call center experience and Minimum of 2 years Technical Support Experience
• Strong attention to detail, pattern recognition skills and effective analytical approach and problem-solving skills
• Strong oral and written communication skills
• Able to maintain awareness of multiple work streams simultaneously
• 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, and able to translate complex technical information into simple terms

Required qualifications, capabilities and skills:

• Minimum of 5 years of customer service or call center experience and Minimum of 2 years Technical Support Experience
• Strong attention to detail, pattern recognition skills and effective analytical approach and problem-solving skills
• Strong oral and written communication skills
• Able to maintain awareness of multiple work streams simultaneously
• 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, and able to translate complex technical information into simple terms