Technology Support II – COS Solution Center, Digital Channels Escalations

3 weeks ago

Bacoor, Philippines J.P. Morgan Full time

We are passionate in supporting clients with many different technical problem types, of varying complexity, across multiple products, and lines of business. As the Technology Support II in the COS Solution Center, you will engage directly with a diverse client base, including businesses and government agencies worldwide. In addition to managing escalations, you will oversee production incidents at all levels, including Major Incidents, and may serve as a direct contact on behalf of the Solution Center for some of the largest Corporations in the world. Job responsibilities Serve as an escalation point of contact with strong product knowledge to the COS Solution Center, Service, and other internal partners with a focus on MFT Transmissions. Provide direct support to the Transmission Help Desk specialist with complex questions or escalations through phones, emails, and chats. Serve as a point of contact during Major Incidents working with the Global Incident Management team and other partners providing information regarding client impacts, product, and helpdesk impacts. Maintain Senior leadership informed, providing periodic communications during the incident. Represent the COS Solution Center in meetings with clients and internal partners, including client calls, business reviews, RCA discussions, and project calls. Analyze service cases and collaborate with stakeholders to prevent potential escalations or recurrence of past issues. Contribute expertise to the development of new support documentation, along with updating existing procedures. Required qualifications, capabilities, and skills 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining technology services Strong Oral and Written Communication Meeting facilitation and influencing skills Able to Effectively Multi-Task, with effective Time Management and Organizational Skills Strong Problem-Solving Skills/Critical Thinking Skills/Decisive and Detail Oriented Demonstrated technical fluency and able to learn and understand technical concepts. Working knowledge of Microsoft Operating System and Office Suite The working hours required for this position will be a standard 5-day work week with a 9-hour shift, starting between 7am EST to 9pm EST and may require support during U.S. holidays as well as work outside of set work schedule as needed. There will also be a rotational On-call schedule for weekend remote support. Work From Home hardware setup for remote support via a VDI credential environment Preferred qualifications, capabilities, and skills Corporate Treasury Management, Payment Processing and Reconciliation Project Management Client Relationship Management Business Processes and Procedures, including Audit and Risk Digital Channels Product knowledge including SFTP, PGP, AS2, ISO20022 and other electronic payment file formats Banking/Fintech Industry knowledge, including ACH, Wires, Real Time Payments, Cash Reporting #J-18808-Ljbffr

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