You are a production fast-paced environment enthusiast. You have found the right team!
As a Technical Support Specialists in the Care Service Center you will act as the primary technical contact for all JPM Access users and escalation of all unresolved problems / potential risk to second level support.
You will also be responsible for performing routine daily tasks and participating in special department projects.
Job Responsibilities
- Provide telephone hotline support, chat support and email enquiry support to JP Morgan Access users.
- Resolve customer issues and queries in a way that reflects and expresses excellent customer service.
- Take ownership and provide technical support and customer service to clients and business areas within JPMorgan.
- Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner.
- Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website.
- Ensure all complaints are escalated appropriately, leveraging the sensitive client process.
Required qualifications, capabilities, and skills
- Proficient English and Spanish language skill (verbal, written, and reading)
- Demonstrate listening (verbal and written) skills and ability to utilize probing questions to accurately assess inquiry or request
- Ability to work in a fast-paced environment and an adaptability to change
- Strong problem-solving and decision-making skills
- Exhibits ability to work effectively in a team environment
- Proficiency in MS Office with the ability to work with multiple applications at the same time
Preferred qualifications, capabilities, and skills
- Excellent communication skills (verbal and written) with emphasis on banking terminology
- Call center / Chat Assist experience
- Willingness to take on new tasks, responsibilities
- Familiarity with Banking systems and processes
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