Technology Support I - Bilingual Spanish or Portuguese

JOB DESCRIPTION

Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience.

As a Technology Support I team member in the Payments Solutions Center group, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience. Specifically, you will provide 24/7 support to clients that leverage digital, end-to-end solutions that help them manage their business and working capital.  In this role you will serve as a primary support contact for internal and external clients utilizing various digital channels and Host to Host based services for both transaction initiation and reporting. You will be required to manage interactions with business partners at all levels and across multiple lines of business. You will also be responsible for ensuring daily tasks are completed.

Job responsibilities

• 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 
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes 
• Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations
• Assist in the improvement of operational stability and availability through participation in problem management
• Assist in monitoring production environments for anomalies and address issues using standard observability tools
• Identify and document basic issues and potential solutions for business and technology stakeholders
• Support the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes

Required qualifications, capabilities, and skills

• 1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• Flexibility to work in a 24/7 hybrid work environment, across various shifts starting from 7 am - 12 pm, Monday through Friday
• 1+ years of Customer Service experience 
• Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud

• Proven written and oral communication skills with an ability to communicate and interact with various levels and translate complex requirements into simple guidance

Preferred qualifications, capabilities, and skills

• Bilingual - fluency in either Spanish/English or Portuguese English
• 1+ years of technical support experience
• Exposure to one or more general-purpose programming languages or automation scripting
• Exposure to Information Technology Infrastructure Library (ITIL) framework

ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

ABOUT THE TEAM
J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Global Investment Banking supports a broad range of corporations, institutions and governments by providing strategic advice, capital raising and risk management expertise.