JPMorgan Technology Support 

India, Maharashtra, Mumbai 

724001068

As a Technology Support in the Payments Solution Center, you will serve as a primary support contact for internal and external clients utilizing various digital channels and API based services for both transaction initiation and reporting. 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.

Shift: Day + Weekend (Will require one or more weekend day)

Job responsibilities

• Work with minimal direction/independently, keeping management informed of progress and escalating issues
• Own/Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries
• 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 Client Satisfaction (CSAT), is at or above departmental standards

Required qualifications, skills, and capabilities

• 2+ years of Customer Service experience
• Flexibility to work in a 24/7 hybrid work environment, across various shifts, and holidays where supported 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
• Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance

Preferred qualifications, skills, and capabilities

• 2+ years of Technical Support experience
• Effective analytical approach and complex problem-solving skills
• Able to translate complex technical information into simple terms