Technology Support II - Portuguese/English

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in High Growth Technology group, you will play a vital role in ensuring the operational stability, availability, and performance of the production application flows with some of our largest enterprise customers in the Latin Americas region. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job Responsibilities

• Own & manage work queues (phone/email/internal case) in a client-facing role, requiring daily tasks and establishing service level agreements, troubleshooting and investigating client technical and transactional inquiries
• Work with minimal direction/independently, keeping management informed of progress and escalating issues
• Reach out proactively 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, Skills and Capabilities

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• 2+ years of Customer Service experience
• Excellent communication in both oral and written
• 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, Skills and Capabilities

• Portuguese language skills strongly preferred
• Effective analytical approach and complex problem-solving skills.