Mandarin Technology Support

4 weeks ago

Quezon City, Philippines JPMorganChase Full time

Overview

Mandarin Technology Support - (Mandarin Bilingual Support) role at JPMorganChase. Join our Transmission Support Team, part of the Treasury Services Solution Center, providing 24/7 technical support for transaction initiation and reporting. Work with a global team, handling a variety of client and internal partner inquiries across multiple products and lines of business.

Job Summary

As a Technology Support Specialist, you will manage and resolve inquiries received via phone, email, and internal case transfer. You will advocate for clients, troubleshoot connectivity issues, and strive to ensure client satisfaction and confidence in our products and services.

Job Responsibilities
  • Take full ownership and provide timely resolution of inquiries via phone, email, and internal case transfer.
  • Accurately document and follow up on all inquiries.
  • Advocate on behalf of clients to ensure their needs are met when working with business partners.
  • Timely escalate issues following defined escalation procedures.
  • Troubleshoot and investigate client connectivity issues, processing failures, and transactional inquiries.
  • Proactively reach out to clients and internal partners to address processing errors or platform changes.
  • Monitor the group mailbox and assign email inquiries requiring investigation.
  • Troubleshoot file transmission problems for rejected files, connectivity, and security-related errors.
  • Partner with leadership, team members, and business partners to resolve client issues and meet business goals.
  • Support the development and maintenance of policies, procedures, and training materials.
  • Independently develop business and application knowledge to ensure continued effectiveness in the role.
Required Qualifications, Skills, And Capabilities
  • Strong verbal and written communication skills in English and Mandarin: business-level proficiency in Mandarin is required, alongside fluent English.
  • Minimum 5 years of Customer Service experience.
  • Minimum 2 years of Technical Support experience.
  • Self-motivated and self-managing, demonstrating sound judgment and effective decision-making.
  • Effective analytical approach and complex problem-solving skills.
  • Ability to perform a broad range of tasks and project assignments concurrently through effective prioritization.
  • Maintain awareness of multiple work streams simultaneously.
  • Ability to work outside of normal coverage hours as needed (including weekends and holidays).
  • Ability to work remotely.
  • Build and maintain good working relationships with business partners and technology.
Preferred Qualifications, Skills, And Capabilities
  • Robust knowledge and familiarity with text-based file formats and experience with Wholesale Payments processes.
  • Ability to translate complex technical information into simple terms.
  • Communicate and consult with clients concerning highly sensitive information.
  • Effectively manage operational risk through adherence to established procedures and controls.
About Us

JPMorganChase is a leading global financial services firm offering innovative financial solutions to consumers, small businesses, and institutional clients. We value diversity and inclusion and are an equal opportunity employer. We provide reasonable accommodations for applicants and employees with religious practices, beliefs, or disability needs.

About The Team

J.P. Morgan's Global Banking business is a large wholesale banking client franchise. Commercial Banking provides credit and financing, treasury and payment services, international banking, and related services to a diverse client base.

Job Details
  • Seniority level: Not Applicable
  • Employment type: Full-time
  • Job function: Information Technology
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