Technology Support Analyst - Transmission Support (Commercial & Investment Bank)

JPMorganChase; Mumbai; Hybrid; INR 6,00,000 - 9,00,000; Full time

Job summary

A leading global financial services firm is looking for a Technology Support Analyst in Mumbai. In this role, you will ensure exceptional client experiences by managing technical inquiries and maintaining service standards. Candidates should have over 3 years of customer service experience and strong communication skills in a dynamic, 24/7 hybrid work environment. Join a high-performing team dedicated to delivering superior client service.

Qualifications

• 3+ years of Customer Service experience.
• Excellent oral and written communication.
• Flexibility to work in a 24/7 hybrid work environment.

Responsibilities

• Work with minimal direction, keeping management informed of progress.
• Manage work queues and troubleshoot client inquiries.
• Safeguard sensitive client information and escalate issues.

Skills

Customer Service experience

Excellent oral and written communication

Flexibility to work in a 24/7 environment

Intermediate MS Office skills

Ability to build relationships

Organizational and prioritization skills

Operational risk management

Job description

You are a self-starter with excellent technical and communication skills. You have found the right team.

As a Technology Support Analyst within the Transmission Support team in the Commercial & Investment Bank, you will perform extensive cross-organizational reporting, executive communications, and interactions with business partners at all levels across multiple lines of business. You will ensure daily tasks are completed, lead and participate in departmental projects, and be part of a high-performing global team. You will have the opportunity to work with a variety of different clients and internal partners, addressing many different problem types of varying complexity across multiple products and lines of business.

Job Responsibilities

• Work with minimal direction/independently, keeping management informed of progress and escalating issues.
• Own/Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries.
• Proactively reach out to clients and internal partners to address processing errors or in support of platform changes.
• Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy.
• Deliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partners.
• Support the development and maintenance of policies, procedures, and training materials.
• Ensure client satisfaction and confidence in JP Morgan's service offering, based on Customer Satisfaction Score (CSAT), is at or above departmental standards.

Required Qualifications, Capabilities, and Skills

• 3+ years of Customer Service experience.
• Excellent oral and written communication.
• Flexibility to work in a 24/7 hybrid work environment, across various shifts.
• Intermediate MS Office and standard PC skills with the ability to learn and support digital platforms and products.
• Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns.
• Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work.
• Able to effectively manage operational risk through adherence to established procedures and controls.

Preferred Qualifications, Capabilities, and Skills

• 2+ years of Technical Support experience.
• Effective analytical approach and complex problem-solving skills.
• Able to translate complex technical information into simple terms.

JPMorganChase is an equal opportunity employer and values diversity and inclusion in the workplace. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.