JPMorgan Technology Support II - Bilingual Portuguese English 

United States, Illinois, Elgin 

717319417

As a Technology Support II team member in the Payments Solution Center group, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. In this role you will serve as a primary support contact for Latin America based internal and external clients utilizing various digital channels, file delivery and Application Program Interface based services for both transaction initiation and reporting. You will be required to manage interactions with business partners at all levels 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

• Client facing role where you are expected to own/manage work queues (phone/email/internal case), required daily tasks and established service level agreements, troubleshoot and investigate client technical and transactional inquiries
• Work with minimal direction/independently, keeping management informed of progress and escalating issues
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
• Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
• Deliver 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 materials
• Ensure client satisfaction and confidence in JP Morgan’s service offering, based on Customer Satisfaction Score (CSAT), is at or above departmental standards

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services and customer service experience.
• Proficient in both written and verbal Portuguese
• Flexibility 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 products
• Able 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 work
• Able to effectively manage operational risk through adherence to established procedures and controls

Preferred qualifications, capabilities, and skills

• Effective analytical approach and complex problem-solving skills
• Proficiency in Spanish on top of Portuguese is ideal
• 2+ years of Technical Support Experience