Technology Support Analyst

Are you a dynamic leader with a passion for driving innovation and excellence Do you thrive in a fast-paced environment where your strategic thinking and problem-solving skills can make a real impact If so, we have the perfect opportunity for you! As part of our team, you will work with minimal direction/independently, keeping management informed of progress and escalating issues. You will own/manage work queues (phone/email/internal case), required daily tasks, and established service level agreements. Additionally, you will troubleshoot and investigate client technical and transactional inquiries, proactively reach out to clients and internal partners, and address processing errors or support platform changes. Your responsibilities will also include safeguarding sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy. You will deliver exceptional client experience while maintaining all business requirements, including controls, and advocating on behalf of the client to ensure their needs are met when working with business partners. Furthermore, you will support the development and maintenance of policies, procedures, and training materials to ensure client satisfaction and confidence in JP Morgan's service offering. To be successful in this role, you should have 2+ years of Customer Service experience and the flexibility to work in a 24/7 hybrid work environment across various shifts and holidays where supported markets are open. Intermediate MS Office and standard PC skills are required, along with the ability to learn and support digital platforms and products. You should be able to build and maintain good working relationships with business partners and mobilize resources across teams when needed to address client concerns. Additionally, you should have the ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work, and effectively manage operational risk through adherence to established procedures and controls. Strong oral and written communication skills are essential, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance. Preferred qualifications include 2+ years of Technical Support experience, effective analytical approach, complex problem-solving skills, and the ability to translate complex technical information into simple terms.,