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Mandarin Technology Support

2 weeks ago

Manila, National Capital Region, Philippines Chase- Candidate Experience page Full time $60,000 - $80,000 per year

Join our Transmission Support Team, part of the Treasury Services Solution Center, where you will provide 24/7 technical support utilizing various services for both transaction initiation and reporting. As part of a high-performing global team, you will work with a variety of clients and internal partners, handling diverse problem types across multiple products and lines of business.

Job Summary:

As a Technology Support Specialist within the JPMorgan Chase team, you will be responsible for managing and resolving inquiries received through various channels such as phone, email, and internal case transfer. You will act as an advocate for our clients, troubleshoot connectivity issues, and strive to ensure client satisfaction and confidence in our products and services.

Job Responsibilities:

  • Take full ownership and timely resolution of inquiries received via phone, email, and internal case transfer.
  • Accurately document and follow up on all inquiries received.
  • Advocate on behalf of clients to ensure their needs are met when working with business partners.
  • Timely escalate issues, ensuring defined escalation procedures are followed.
  • Troubleshoot and investigate client connectivity issues, processing failures, and transactional inquiries.
  • Proactively reach out to clients and internal partners to address processing errors or support 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.